The A – Z of Voice the Customer Advocacy

Customer Advocacy is the term that is normally used nowadays by the corporate world to develop Company Client Relations. There was a time when individuals in modern companies were busy implementing CRM packages. But, after some time, it came to light that with improved individual Customer-focused push, the Customer took it as the invasive approach. Now, let’s see what this term means? Customer Advocacy is the term composed of two separate words Customer & Advocacy. Customer means ‘god’ & Advocacy means to ‘advocate something.’ Thus, the actual meaning is to work towards the goal where our customer starts advocating the relationship to their friends. It is more of the mindset rather than the strategy. It is based on better product features & absolute quality management. If these vile needs are met, then only the business organization can go for Customer Advocacy. This inventiveness should be taken from the top management of the firm & then this idea should infiltrate from there to the lower hierarchy of the employees.

This works on two approaches. First – deals with setting the process for responsive issues that the clients want to escalate. In this approach, this issue is logged correctly & then it becomes imperative for the Customer Advocacy team to be accountable to the customer for the issue logged. And, now the team will synchronize with concerned Stakeholders for issue resolution. And, every concern should be recognized properly; so as to it can be taken to a second level approach. And, this second approach is to go to the customer proactively after a span of time; we would be asking them their issues, feedback, issues in the relationship with the company. All such responses can be analyzed with the customer loyalty & customer pleasure metrics for a better understanding of client relationships. And, the report should be obtainable to Top Management for further action.

The team should have individuals from several departments, and the coordination among several areas for issues logged is tranquil. The team should be authorized to make necessary decisions about getting issues resolved from internal stakeholders. And, there should be a meeting with all internal stakeholders after a specified time. The company has to improve the product continuously. Without a good product having excellent quality, clients will not advocate the product how much you try to push the customer-related strategies. The backbone idea should percolate all employees so that the customer touchpoints show improvement in the engagement with the customer. Customer Advocacy as the idea will endure being comprised by a corporate world that will help them tide the recession & survive this extremely viable world as it is shown in several types of research which the Customer Marketing is more profitable, purchase more & more immune to Competitor’s advances.

Engage your customers & prospects – If you are considering this step, it means your customers have had several positive experiences regarding your business/brand. They are at the point at which they want to be affianced by you. The way to determine their positive experiences is if they have accepted more than one of your offerings. The fact is that they would not have received anything from you more than once if they were not content with your first purchase. This way, the connection which your customers have has happened for some time. It is a good phase for you to start putting together metrics so that you can conclude what you are doing right & what you need to twist. Of course, all such metrics will not be the same for all businesses as all businesses have different needs. But, there will be some metrics in common with all companies. Only you will be capable of determining what works for your specific business.

Create excitement in clients –Your goal is to get the clienteles to tell other individuals about your business/brand. If you are going to prosper your brand, you have to get them excited about what you are providing. If you offer discounts, incentives, etc., they will get enthusiastic & they will feel that you value their opinions & business. What they will return to you in kind is that they will tell their family, friends, colleagues, etc., about your brand & about your contributions. That will enhance your span & bring loyal customers to you at some point as the fact that several new connections are associated with individuals with whom you previously share some types of relationship; they are good quality influences for you. Once you are sure that there is a recognized connection, you can start to connect with those individuals directly.

There are various ways to attract supporters, including making several connections with the influencers. If you can turn influencers into loyalists, you have gotten a hold of the Holy Grail. It cannot be better than that. The loyalist (or brand advocate) will always be willing to speak on behalf of your brand/business that will pave the way for you to attain even greater achievement for your brand.