You may or may not have heard of the term “customer advocacy.” This is defined as a specialized form of customer service where companies focus on “what is best for their customers.” It seems like to should always be that way, right? Unfortunately, all too often that is not the way customer service is performed but rather the company’s own interests are priority over the customer.
In recent years however, more and more businesses have started to recognize the vital importance of customer advocacy and have started implementing strategies that focus more on the customer. I personally feel social media is a big factor in this move. because of social media, the customer has much greater power and leverage to influence others, whether for good or bad, than prior to the days of social media.
In the following infographic, App Data Room presents a statistical argument for customer advocacy.
But while customer advocacy seems to be great, it is surprising how many businesses forget about it. Sometimes, they get too caught up in the revenue that they forget that their customers are the cause of it. This is why businesses who treat their customers well always have an edge over those who don’t.