Stop Making Brand Advocacy Everyone’s Priority and Start Focusing on Live Experiences
Loyal customers are what every business strives for – it’s why brand advocacy metrics are so popular amongst today’s businesses.
But have you ever considered the internal impact brand advocacy metrics are having?
Many organisations target performance on brand advocacy scores but struggle to get front-line staff to understand, embrace and engage in the measurement – and all because a customer’s impression of a brand is too often influenced by factors outside of their control.
In this best practice report, Steve Brockway explores results from exclusive Maru/Matchbox data applying advanced thinking to undercover what Voice of the Customer metrics brands must adopt to drive business-wide impact, engagement and improvement.