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What is Customer Advocacy?

Customer advocacy is when customers actively promote and support a brand, product, or service. It goes beyond satisfaction, involving enthusiastic endorsements through referrals, reviews, and social media. Advocates are loyal supporters who share positive experiences, enhancing a brand’s reputation and driving growth.

More About Customer Advocacy:

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In today’s digital age, where social media reigns supreme, customer advocacy is crucial. Did you know that 32% of CMOs view customer experience as a top priority? That’s right—great customer service isn’t just a nice-to-have; it’s essential for thriving in a competitive market.

Businesses that embrace customer advocacy consistently find new ways to serve their customers better and meet their needs effectively. By focusing on what customers want and prioritizing their preferences, companies can create a loyal base of advocates who genuinely support their brand.

Let’s explore types of customer advocacy techniques-

There are several methods to foster customer advocacy, each with its unique benefits:

  1. Social Sharing: When customers share your content on social media, engagement can boost by 25% to 40%, according to the 2022 Employee Advocacy Benchmark Report. Fun fact: This helps build brand visibility and credibility!
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  2. Case Studies: Detailed client success stories highlight your company’s capabilities. They’re especially useful for showcasing complex products or services. Check out how these can be invaluable for your marketing strategy!
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  3. Referrals: When customers promote your brand to friends or family, they’re doing you a huge favor. Referrals are a direct way to gain new customers through trusted recommendations.
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  4. Testimonials: Video testimonials or quotes from satisfied customers can be powerful tools. Share these on your website and social media to build trust and show off your happy clients.
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  5. Reviews: Detailed reviews provide insight into your products or services. They cover everything from features to customer experience and are crucial for new customers considering your brand.
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  6. Digital Community Forums: Use forums as a platform for customers to discuss your products and services. It’s a great way to build a supportive community around your brand.
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  7. Webinars, Podcasts, and Conferences: Hosting events where customers speak on your behalf can significantly boost trust. Reports show that 47% of buyers find thought leadership valuable when choosing brands.
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  8. Customer Advisory Boards: This is a group of top customers who offer market insights and help shape your company’s strategies. It’s a fantastic way to stay aligned with customer needs.

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Let’s check out a visual explaining why customer advocacy is important!

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Visual representation illustrating the importance of customer advocacy, highlighting its benefits

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Let’s look at what makes a customer an advocate:

Becoming a customer advocate isn’t instant; it’s a journey that starts with a great first impression. If a customer has a positive initial experience, they're more likely to engage with your brand long-term. This includes making purchases, following your social media accounts, and more.

To turn happy customers into advocates, surprise and delight them consistently. Exceed their expectations, and ensure every interaction—from your website to your customer service—is outstanding. Remember, a great product is just one part of the customer experience equation. Every touchpoint matters!

Let’s dive into what a customer advocate does-

Customer advocates are easy to spot. They:

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Check out this detailed visual that lists the hierarchy of advocate needs in customer advocacy!

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Detailed visual depicting the hierarchy of advocate needs in customer advocacy

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Here’s how you can increase customer advocacy:

Boosting customer advocacy involves several strategies:

  1. Provide Exceptional Service: Train your team to be attentive and empathetic. Exceed customer expectations to build loyalty.
  2. Build Strong Relationships: Engage personally with customers through various channels. Show genuine interest in their needs.
  3. Focus on Experience: Ensure a seamless and delightful experience at every customer touchpoint.
  4. Encourage Feedback: Actively seek and respond to customer feedback to improve your offerings.
  5. Offer Incentives: Implement loyalty programs and referral bonuses to reward and encourage advocates.
  6. Share Success Stories: Highlight customer testimonials and success stories to showcase your brand’s value.
  7. Generate Educational Content: Provide valuable resources to help customers achieve their goals and position your brand as a trusted expert.
  8. Engage on Social Media: Respond to comments and questions, and monitor brand mentions to engage with customers.
  9. Offer Review Incentives: Encourage reviews with incentives like discounts or contests.
  10. Continuously Improve: Use customer feedback to refine your products and services.


Building customer advocacy takes time and dedication. By prioritizing customer needs and delivering exceptional experiences, you’ll foster a loyal base of advocates who champion your brand. So, let’s get started and turn your satisfied customers into enthusiastic brand ambassadors!

Related Terms

Frequently asked questions

How does customer advocacy help businesses?

Customer advocacy helps businesses by turning satisfied customers into passionate brand supporters. Advocates amplify positive word-of-mouth, provide authentic testimonials, and refer new customers, all of which enhance the brand’s credibility and attract new clients. Their enthusiastic endorsements build trust and foster long-term loyalty, ultimately driving growth and increasing market presence.

How does an outstanding customer experience help?

An outstanding customer experience builds strong, lasting relationships between a brand and its customers. When customers have positive interactions, they’re more likely to become loyal advocates, sharing their favorable experiences through referrals and reviews. This not only boosts brand reputation but also enhances customer retention and attracts new clients, driving business growth.

How can loyal customers affect your company?

Loyal customers can significantly impact a company by providing consistent revenue and enhancing brand reputation. Their repeat business ensures steady income, while their positive reviews and referrals attract new clients, expanding the customer base. Loyal customers also offer valuable feedback, helping improve products and services. Their advocacy strengthens brand credibility and fosters long-term growth.

How to execute a customer advocacy strategy?

To execute a customer advocacy strategy, start by delivering exceptional service and creating memorable experiences that exceed customer expectations. Foster strong relationships through personalized communication and actively seek feedback to address needs and preferences. Implement loyalty programs and incentives to encourage referrals and positive reviews. Highlight customer success stories and testimonials to showcase genuine endorsements. Engage regularly with customers through social media and other channels to maintain a strong connection and continually improve based on their input. This approach nurtures loyal advocates who actively support and promote your brand.

Frequently asked questions

How does customer advocacy help businesses?

To Understand the Benefits of Customer Advocacy, Consider the Following:

  • Turns satisfied customers into passionate brand supporters.
  • Amplifies positive word-of-mouth for increased visibility.
  • Provides authentic testimonials that enhance brand credibility.
  • Refers new customers, helping to attract new clients.
  • Builds trust and fosters long-term loyalty.
  • Drives growth and increases market presence.
How does an outstanding customer experience help?
How can loyal customers affect your company?
How to execute a customer advocacy strategy?

To Execute a Customer Advocacy Strategy, Follow These Steps:

  1. Deliver exceptional service and create memorable experiences that exceed customer expectations.
  2. Foster strong relationships through personalized communication and actively seek feedback to address needs and preferences.
  3. Implement loyalty programs and incentives to encourage referrals and positive reviews.
  4. Highlight customer success stories and testimonials to showcase genuine endorsements.
  5. Engage regularly with customers through social media and other channels to maintain a strong connection.
  6. Continuously improve based on customer input to nurture loyal advocates who actively support and promote your brand.

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