In this final blog post of our customer journey deep dive, we explore the Advocacy Stage. This phase is where satisfied customers become advocates, recommending your services to others. We’ll discuss key metrics to measure, the channels to utilize, and the departments within your organization that play a crucial role in this stage.
Key Metrics to Track
Measuring success in the advocacy stage involves tracking several important metrics:
- Net Promoter Score (NPS): Monitor NPS ratings to gauge customer satisfaction and likelihood to recommend.
- Reviews on Third-Party Sites: Track the number and quality of reviews on platforms such as Google, Yelp, and industry-specific review sites.
Channels to Be Present On
Engaging with your advocates effectively requires a multi-channel approach:
- Email: Use email to request NPS ratings, ask for reviews, and promote rewards programs.
- Review Sites: Encourage satisfied customers to leave positive reviews on public platforms.
Effective Email Strategies
Email continues to be a crucial channel in the advocacy stage. Consider these strategies:
- Request Ratings and Reviews: Regularly ask customers to rate your services and leave reviews.
- Promote Rewards Programs: Engage customers by promoting referral and rewards programs via email.
Review Sites Engagement
Engagement on review sites is vital for building advocacy:
- High NPS Ratings: Target customers who have given high NPS ratings and encourage them to leave public reviews.
- Visibility: Ensure your presence on popular review platforms to attract potential customers.
Involved Departments
Collaboration across multiple departments is essential for successful advocacy:
- Account Management: Continues to support and engage with the customer.
- Customer Support: Provides ongoing assistance and resolves any issues.
- Marketing: Stays involved to understand customer satisfaction and create supportive content.
- Sales: Engages for renewals and uses advocates as references for new prospects.
Conclusion
The advocacy stage is crucial for leveraging satisfied customers to promote your brand. By tracking key metrics, utilizing the right channels, and ensuring collaboration across departments, you can effectively turn customers into advocates.
