Beyond NPS: Unlocking Customer Advocacy

In the age of the customer, organic advocacy is the most underleveraged asset to drive growth. As brands fight to capture the shrinking attention spans of prospective customers, they often struggle to fuel their biggest asset – the recommendations of their existing customers.

Unlocking advocacy requires digging deeper than a single question. We surveyed over 2,000 consumers across the United States and the United Kingdom to take a fresh look at consumer advocacy behavior, free of any preconceptions or assumptions.

The result: our Earned Advocacy Score™. Based on definable behavior that maps out detailed, clear, actionable data, our framework unpacks the context of actual earned advocacy, uncovers what is really driving the conversation, and provides targeted strategies for growth.

Author
Christina Stahlkopf, PhD
Lead researcher and architect of the Earned Advocacy Score

Net Promoter® and NPS® are registered trademarks and Net Promoter Score are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.