What is Customer Advocacy? Learn the meaning of Customer Advocacy in brand advocacy and marketing. Understand how Customer Advocacy works, why it matters and how it supports growth with Duel
Customer Advocacy
Customer advocacy refers to the practice of prioritising customer needs and satisfaction to cultivate strong, loyal relationships, where customers actively recommend and defend a brand. It goes beyond customer service by empowering satisfied individuals to become vocal supporters who influence others through reviews, testimonials, referrals, and social media engagement. Customer advocacy means customers will actively support and promote a brand because of a positive experience.
Customer advocacy is both a marketing strategy and a customer success philosophy. Businesses foster advocacy by consistently delivering value, transparency, and exceptional service. Successful programmes identify highly engaged customers (often using Net Promoter Score or sentiment analysis) and encourage them to share their experiences.
The impact of customer advocacy includes increased trust, organic reach, higher retention, and positive word-of-mouth. It is a cornerstone of advocacy marketing and brand loyalty strategies.
“By listening to feedback and rewarding loyal users, the brand turned its most passionate buyers into customer advocates.”
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