The case for customer advocacy

Customer advocacy happens when your customers actively recommend you to others...but it's so much more than word of mouth. Advocacy is a strategic marketing objective but one in which the marketing function can only play its part. Successful achievement of customer advocacy requires that the whole of your organisation shares in its implementation. It needs to become part of a culture that supports the delivery of a performance that exceeds customer expectations, time and again. That’s a tall order but well worth doing.

In his 2005 study "Advocacy Drives Growth", Dr Paul Marsden of the London School of Economics found that "Every 1% increase in word of mouth advocacy correlated with an £8.82 million increase in sales" and "a 1% reduction in negative word of mouth would lead to £24.84m additional revenues" of those companies studied. You can contact us to receive this study.

The clear implication is that positively managing and influencing your customer experience has a direct correlation with growth. Your performance at every touch-point influences your customers’ opinions of your business, their propensity to do business with you in the future and how they talk about your business to others. Shouldn’t that matter to you before your competitors come calling on your customers?

SynGro can help – it’s what we do.

SynGro can measure the likelihood of your key customers staying with you, promoting you or leaving you - and perhaps more crucially the reasons why. Isn’t that something worth knowing? Armed with this information, you can begin to take the guesswork out of the winning, retention and development of customers by focusing your efforts and resources on making the changes that matter most to your customers.

After all, if it matters to your customers, it should matter to your business.

To see more on SynGro’s solutions to customer advocacy, click here.