The business value of customer advocacy cannot be overstated. According to Bain & Company, the Net Promoter Leader in a market grows, on average, more than twice the rate of its competitors. As people convert from a regular customer to an active advocate, they do the work of selling for you.
Too often, however, companies fail to realize the customer experience improvements they desire, and their efforts to turn customers into advocates fall flat. They’re derailed by low survey response rates, a lack of data, cross-departmental data siloes or patched-together solutions dependent on third parties.