Customer advocacy is an advanced form of market-orientation that responds to the new drivers of consumer choice, involvement and knowledge. Customer advocacy aims to build deeper customer relationships by earning new levels of trust and commitment and by developing mutual transparency, dialogue, and partnership with customers. Customer advocacy refers to the process of faithfully representing the customers’ interests and providing them with honest information.
A brand loyalist is someone who is personally loyal to your brand but doesn’t engage in promoting you to others. They’re important, not only because they generate revenue, but because they possess the potential to become advocates. Companies sometimes make the mistake of thinking that if customers aren’t complaining then all is well, even though growth is stagnant. These businesses are fine with customers thinking they are “ok”, will do the minimum to please those unhappy customers, and don’t have the drive to make their products better than average. Implementing customer advocacy in the right way means that brands will not settle for mediocrity and are always striving to be better. Brands should keep listening to their customers while offering products and services that meet their needs.
This report draws insights from GlobalWebIndex’s Q1 2019 wave of research across 45 countries, with a global sample of 139,397 respondents. When reading this report, please note that GLobalWebIndex is using a mixture of global data, and data specific to the U.S. and UK. GLobalWebIndex is typically using the global data to analyze the brand advocacy landscape across demographics, regions and, countries, and use data specific to the U.S. and UK to understand advocacy in regards to specific industries.