DOCSLIB.ORG

ENABLING the 2025 DIGITAL EXPERIENCE Table of Contents

Total Page：16

File Type：pdf, Size：1020Kb

Download full-text PDF Read full-text
ENABLING the 2025 DIGITAL EXPERIENCE Table of Contents ENABLING THE 2025 DIGITAL EXPERIENCE TABLE OF CONTENTS 01 Executive Summary 02 Defining the 2025 Digital Business 02 Digital Business Ecosystem 03 Key imperatives of customer advocacy and customer experience 03 Customer Advocacy and Customer Experience Management 03 Omni-channel engagement – retail, online, self-service, commerce and more 05 The future of the contact center 06 Retail store experience 07 Leveraging big data to drive customer experience management 08 Summary 1 Executive Summary While brand experience and brand affinity used to be Digital business, according to Gartner*, “is the creation of new the domain of marketing, the speed and lower cost of business designs by blurring the digital and physical worlds. innovation and the digital capabilities needed to craft these Digital business promises to usher in an unprecedented personalized experiences make them the next necessary convergence of people, business, and things that disrupts focus of the entire business. Every touch point with the brand, existing business models even those born of the Internet and digital or otherwise, and every journey through the customer e-business eras.” lifecycle, is an opportunity to have a meaningful engagement with the customer. And if the business doesn’t have the To capitalize on this, one needs to understand how this customer understanding, organizational agility, innovation convergence can be used to drive brand affinity and business drive, and technical capabilities to deliver, someone else growth. Brand affinity is not just the provision of an amazing does and will. In short, relying on yesteryear’s business model customer experience that resonates and exceeds customer no longer works, the time to transform is now. expectations, but one that connects on a deeper level and allows the digital business’ brand to be an extension and To look at it through the lens of the customer, the focus is enabler of the customer’s own personal brand. Generation C. The customer of this generation isn’t part of a specific age group; in fact they span multiple age groups, Uber, for example, is one of the world’s leading digital brands connected by lifestyle, by how they consume and create and has completely disrupted the way we travel. But Uber connect, how they believe in community and curate data from didn’t revolutionize the taxi business because of a great various sources. Members of this generation prioritize digital mobile application; instead it took on a highly regulated and expect their experience with their service providers to industry which demanded permits, exams and passing other capture the world of digital immediacy, and they want this entry gates before one could become a taxi driver. Now, with experience now. Uber, all a person needs is a driving license and a car to be part of their enterprise. The fact that Uber looked at what was Through the course of this whitepaper we will share some the best way to address market needs without being boxed of the attributes vital for the creation of a successful digital in by historical paradigms made people connect to it. The business and the evolution in certain key areas around fact that the mobile application was clean, convenient and customer advocacy and customer experience to address the user friendly just helped make Uber’s impact a lot stronger. needs and expectations of Generation C. This means of making a meaningful connection, addressing customer needs and requirements from an outside-in perspective is critical to achieve real brand differentiation in an overwhelming and increasingly noisy digital market place. *http://www.gartner.com/it-glossary/digital-business 2 Defining the 2025 Digital Business The next step is to design meaningful and tailored A successful digital business is more than just the sum of its customer journeys across all touch points, and not just digital channels and products. A digital business understands digital channels. Every interaction with the organization’s the need for a truly integrated experience in order to brand must be meaningful and deliver the experience and meaningfully engage employees and customers in different result the customer expects. It must reinforce the brand digital dimensions. It recognizes the need for business agility experience to build brand affinity. These experiences across and the importance of having a strong partner ecosystem the different touch points need to be connected to provide a to continually launch and innovate with new products seamless and personalized experience instead of a series of and services. It recognizes the need for collaboration and disconnected interactions. innovation to break down organizational silos. And, it requires In order to deliver such experiences, an organization needs a tangible strategy for the business, customer, partner, and to create foundational business and technology capabilities technology engagement models. for cross-functional collaboration and enablement. This Digital Business Ecosystem involves implementing new technologies, working with new partners within a new partner ecosystem, and redesigning When defining a digital strategy and corresponding digital the organization, incentive models, and existing business business ecosystem, Gartner* indicates that the key question processes to support the new experience. to answer is how the business should evolve to survive and thrive in an increasingly digital world. And from a supporting The next step is to not just to implement this experience IT strategy perspective, the key question is how IT will help once, but to continually inspire and innovate this the business to win. transformation across the business, including employees, customers and partners. Leveraging new advancements in Our diagram here visualizes the elements of the digital technology and new insights from customer interactions, business. To undergo a true digital transformation, service responses and behavior, these experiences will need to providers need first to start with gaining a deep customer continually be revisited and calibrated to have the desired understanding through qualitative and ethnographic studies effect and impact. to empower truly outside-in customer engagement and brand affinity by understanding the customer’s cultural drivers, and The digital organization also needs to have agile business tailoring the go to market strategies, customer experience, models in place to quickly implement these innovations. branding and even the organization’s internal culture to The business and other internal organizations should be the customer’s culture. This is imperative when merging or designed to be faster, leaner and more empowered to acquiring existing businesses and understanding the existing drive effective change within the business, rapidly release brand experience, and designing what the new brand(s) new products, services and experiences to the market, experience(s) should be. and continually update and assess customer feedback as the demands change. And even when an organization has fully adopted the principles of being a digital business, the cycle never ends. The need to continually assess customer understanding, and redefine the brand, experience and offerings so as to match ever-changing customer expectations will never stop, and the pace will only continue to accelerate. *http://www.gartner.com/imagesrv/cio/pdf/cio_agenda_insights2015.pdf 3 Key imperatives of customer Customer Advocacy and Customer advocacy and customer experience Experience Management Customer advocacy and customer experiences are critical in Customer-centricity is key to service providers’ evolution the digital age. Everybody has a digital voice, and everyone’s into becoming a digital provider. Focusing on enabling the listening. People are no longer just looking to advertising customer experience and transforming how customers companies or mass-market messages and commercials to engage is therefore of major importance. For the operator, decide how they want to spend their money. They want to we see omni-channel as the key enabler for customer hear from people they directly relate to, and interact with, engagement and in this section we’ll outline the strategies in order to understand how a product or service will impact around enabling the digital customer experience. their lives. They’re looking to their social groups, personal and professional groups, peers, friends and family as trusted Omni-channel engagement – retail, online, sources of information. self-service, commerce and more Today approximately 70% of purchase journeys and 90% In such a world, digital businesses must ensure their digital of service journeys go across two or more channels. While voice truly reflects their brand. One bad experience is most customers’ preferred interaction channel is digital, retail broadcast instantly to would-be consumers and one poorly interactions and getting help at the right time with a live agent handled complaint is viewed by thousands. By building still remain an important means of customer engagement. customer advocates who interact within those trusted social The vision of a service provider’s omni-channel strategy must networks, businesses can build a positive brand image, as be to provide a seamless service and shopping experience long they ensure every customer experience delivers upon the across assisted or unassisted channels, whether the brand’s promise, every single time. customer is online, on a mobile application, on a social media site, in a retail store
Load more

Recommended publications
  • TRANSFORM YOUR CUSTOMER MARKETING Improve Engagement, Reach, and Advocacy with Online Community 1
    TRANSFORM YOUR CUSTOMER MARKETING Improve engagement, reach, and advocacy with online community 1 INTRODUCTION Customer marketers have a tough job. They’re tasked with keeping customers interested after the initial sales push, opening the door for sales to convince customers to buy more from the company, and finding customers who are happy enough to advocate for the organization. All of this requires you to be in tune with your customers' needs, which is a monumental task. The organizations who win at engagement make those customers feel like next-door neighbors. How can you reach the right customers when they're spread out across devices, interests, and locations? CUSTOMER MARKETERS, MEET ONLINE COMMUNITIES When so much of the world is digital, it should be easy to reach customers, and online community software makes that a reality. You can bring your customers together, all in one place online, where they can talk and exchange ideas. Engagement is its natural outcome. And even more than that, you can use online community to help, curate, and create. TRANSFORM YOUR CUSTOMER MARKETING ©HIGHER LOGIC. ALL RIGHTS RESERVED 2 HOW CAN AN ONLINE COMMUNITY TRANSFORM THE CUSTOMER MARKETER'S ROLE? Transformation is a big concept, but online communities can deliver. They’re a growing channel for customer marketing teams because they can transform your day-to-day, no matter the size of your team. With an online community, customer marketers have a comprehensive platform to engage customers, with multiple tools at their disposal, such as: » Automation rules to encourage participation » User-generated content promoting upsell opportunities » Gamification to pique interest and keep interactions both fun and organic Customer marketers can use a myriad of online community tools to get customers more engaged, reach customers for upsell opportunities, and scale advocacy programs.
    [Show full text]
  • How to Create a Customer Advocacy Program Love Over Buzz: How to Create a Customer Advocacy Program
    LOVE OVER BUZZ: HOW TO CREATE A CUSTOMER ADVOCACY PROGRAM LOVE OVER BUZZ: HOW TO CREATE A CUSTOMER ADVOCACY PROGRAM CONTRIBUTORS MACK COLLIER JACKIE HUBA SUSAN EMERICK Sprinklr believes people never forget how you made them feel. That’s why we help EDITORIAL brands manage their customers’ social media experiences by providing technology that EKATERINA WALTER connects every social media experience to every enterprise system. UYEN NGUYEN BROOKE BAUMGARTNER THE SPRINKLR EXPERIENCE PROMISE: HOW DID THIS WHITEPAPER MAKE YOU FEEL? TELL OUR CXO, [email protected] DESIGN SARAH KANG Sprinklr NY 29 West 35th Street, 7th floor New York, NY, 10001, USA sprinklr.com [email protected] tel: (917) 933-7800 © Sprinklr 2014. All rights reserved. LOVE OVER BUZZ: HOW TO CREATE A CUSTOMER ADVOCACY PROGRAM CONTENTS 04 INTRODUCTION 05 WHY ADVOCACY, WHY NOW? 06 ADVOCATE INFLUENCERS 07 7 ESSENTIALS OF AN ADVOCACY PROGRAM 10 THE DREAM FRAMEWORK 11 CONCLUSION 12 FANS HAVE GRAVITY by Mack Collier 14 WHY BRANDS NEED TO BE LIKE LADY GAGA by Jackie Huba 16 STRONG ADVOCACY PROGRAMS KEEP EMPLOYEES IN MIND by Susan Emerick sprinklr.com [email protected] 3 (917) 933-7800 © Sprinklr 2014. All rights reserved. LOVE OVER BUZZ: HOW TO CREATE A CUSTOMER ADVOCACY PROGRAM INTRODUCTION If there’s anything a brand can learn from a music artist, Your brand’s fans might not be as fanatical (and sometimes it’s this: marketing. scary) as music fans, but they’re probably just as loyal. Just as passionate. And just as dedicated to you for the long haul. Your Sounds blasphemous, but think about it… these celebrities don’t fans can benefit your business in numerous ways – celebrating rely on agencies and rooms of suits to market their brands, they your success, defending you against critics, helping you simply turn to their fans.
    [Show full text]
  • The Effect of Relationship Quality on Customer Advocacy: the Mediating Role of Loyalty
    IOSR Journal of Business and Management (IOSR-JBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 10, Issue 4 (May. - Jun. 2013), PP 41-52 www.iosrjournals.org The Effect of Relationship Quality on Customer Advocacy: The Mediating Role of Loyalty 1Susanta, 2Taher Alhabsji, 3M.S. Idrus, 4Umar Nimran 1 Social and Political Science Faculty, UPN “Veteran” Yogyakarta University, Indonesia 2,4 Administrative Science Faculty, Brawijaya University, Indonesia 3Economics and Business Faculty, Brawijaya University, Indonesia Abstract: Advocacy is a strategic choice for companies responding to the new reality that customers power increased. Potential customers see information from peers or even strangers as less biased and reliable than those of an economic entity. Thus, the information conveyed by a satisfied customer is more believable than that delivered by the business entity. Customer advocacy is very important in the company's efforts to get new customers. Based on social exchange theory, advocacy can be generated from the satisfaction, trust, commitment and loyalty. The purpose of this study was to analyze the influence of satisfaction, trust and commitment to loyalty and its impact on customer advocacy. The hypotheses were tested with structural equation modeling using survey data from 178 customers of a commercial bank in Indonesia. Satisfaction and commitment have direct effect on advocacy, but trust hasn’t. Loyalty mediates the relationship between trust and advocacy, while commitment has the greatest effect on advocacy. Findings hold implications for future research as well as for managerial practice Keywords: advocacy, commitment, loyalty, satisfaction, trust. I. INTRODUCTION Marketing mix management paradigm has dominated the thinking and practice of marketing from 1950 until at least the mid-1990s.
    [Show full text]
  • Infographic Harness the Power of Customer Advocacy Marketing
    The Power Of Customer Advocacy Advocacy Marketing By The Numbers Advocacy marketing is helping companies shorten their sales cycle and close more customers. Here’s a breakdown of the data and the science behind this marketing strategy. What Is Advocacy Marketing? Advocacy marketing is a strategy that incorporates the designed involvement of current customers in your sales and marketing programs, encouraging them to proactively talk about their positive experiences with prospects. You have happy customers and clients who would be thrilled to tell their story. Advocacy marketing creates a program to get their attention, reward their participation and leverage their content and their voice to help you close more new customers and close them more quickly. Why Advocacy Marketing? A 12% increase in brand advocacy, Brand Marketing-induced on average, generates a consumer-to-consumer word advocates of mouth generates more than 2X increase spend 2X 2X the sales in revenue more of paid advertising.1 and growth rate while also than average customers boosting market share.2 on favorite brands.3 Offers that trusted advocates share convert at a 4X to 10X higher rate than offers brands send.4 Brand advocates are 50% more likely to 5 influence a purchase. 90% of advocates write something positive about their purchasing decision.6 61% of online shoppers will read product reviews before making any purchase.7 81% of shoppers conduct online research Only 20% before they make a purchase.8 of brands use advocates in their marketing.9 Advocacy is great for your customers, too! Brand advocates gain opportunities to influence product direction and develop relationships with key executives.
    [Show full text]
  • Influitive Is All About Customer Engagement Targeting
    10 Ways Influitive Helps Customers in Unprecedented Times We’re living in an unprecedented time, and working in an unprecedented way. Amid the coronavirus global pandemic, the new normal for B2B companies is working remotely, conducting meetings from home offices using video conferencing tools.1 Especially now, customer engagement needs to be a continuous effort every day across an entire organization. In fact, real-time customer engagement is marketers’ top priority—and their top challenge1. Influitive is here to help you and your customers navigate this ever-changing landscape. We know the value your work brings to your business and want to equip you with the skills and tools needed to grow and showcase your success. Please contact us to learn more about the features and services outlined in this document. For all of you reading this, we wish safety and wellbeing for you and those around you. Sincerely, Dan McCall Chief Executive Officer Customer advocacy program 1 In times like this, your customers are your most valuable asset and now is the time to double-down on your customer advocacy program. Your hub can be the single source of truth and where you can have a huge impact by connecting and engaging customers in a way that others in your organization cannot. Share resources, collaborate and be an authentic voice of empathy and care in Discussions. Use Challenges and Channels to guide, educate and mobilize your customers. This is time to bring immediate value to your customers while bringing long-term value to your organization. Gamification and rewards help you recognize and inspire customers to succeed – personally and professionally.
    [Show full text]
  • Activating Customer Engagement and Advocacy: the Community Effect
    State of the Profession Series Case studies from the world’s top customer advocacy and engagement programs, showing how to grow the business in today’s buyer-empowered world. Activating Customer Engagement and Advocacy: The Community Effect By Wendy Lea, Executive Chairman, Get Satisfaction The rise of social has changed customer expectations of how they want to interact with companies and brands across the buyer's journey. To date, much emphasis has been placed on the customer relationship (social support) and customer acquisition (social marketing). But Wendy, one of the most highly respected thought leader on the future of customer relationships who coined the term, "Community Effect," will show how that can activate powerful customer advocacy. She'll provide practical examples from customer-centric companies, such as Intuit, Citrix Online, and Extreme Networks who are uncovering major opportunities to create communities of customers and prospects—regardless of their stage in the buy cycle—and actually "operationalize" advocacy. The key to success is to create engaging customer experiences that are hosted by the company and happen where the customer can get maximum benefit—on their own website, in the product, in a community platform, or even in the purchase flow itself—while exposing prospects to the questions, thoughts, ideas, and passions of existing customers in context. The impact is two-fold: not only can companies truly operationalize the power of their advocates, but they also will become more customer-centric in the process. 1 Activating Customer Engagement and Advocacy: The Community Effect I’m going to talk about how you can activate your customers to cultivate what I call The Community Effect.
    [Show full text]
  • Turning Shoppers Into Advocates
    IBM Global Business Services IBM Institute for Business Value Retail Turning shoppers into advocates The customer focused retail enterprise IBM Institute for Business Value IBM Global Business Services, through the IBM Institute for Business Value, develops fact-based strategic insights for senior business executives around critical industry-specific and cross-industry issues. This executive brief is based on an in-depth study by the Institute’s research team. It is part of an ongoing commitment by IBM Global Business Services to provide analysis and viewpoints that help companies realize business value. You may contact the authors or send an e-mail to [email protected] for more information. Turning shoppers into advocates The customer focused retail enterprise By Herb Kleinberger, Melody Badgett and Maureen Stancik Boyce While retailers are heeding the daily drumbeat of pundits on the importance of focusing on the customer experience, a gap remains between what retailers are delivering and what shoppers expect. Retailers can close this gap by systematically integrating knowledge of what their best customers want and expect from their brand into every core operational decision. This is where the bar will be set for retailers – to turn shoppers into advocates and create a sustainable, differentiated advantage. Unprecedented diversity, fragmentation of compelling experience. This is a transforma- consumer values and information transpar- tional strategy that will enable retailers to turn ency have polarized the retail marketplace shoppers into advocates – customers who will and created an imperative for all retailers to recommend and promote the retailer to others, differentiate. In addition, the challenges of an spend more of their wallet with that retailer and increasingly price-driven world have raised the remain loyal over time.1 bar for retailers to create a shopping experi- ence that builds loyalty to brands, channels Retailers can develop advocates by becoming and services and is not based solely on price.
    [Show full text]
  • Social Media, Customer Engagement and Advocacy: an Empirical Investigation Using Twitter Data for Quick Service Restaurants
    The current issue and full text archive of this journal is available on Emerald Insight at: www.emeraldinsight.com/0959-6119.htm Social media, customer Social media engagement and advocacy An empirical investigation using Twitter data for quick service restaurants 1247 C.M. Sashi, Gina Brynildsen and Anil Bilgihan Received 2 February 2018 Department of Marketing, Florida Atlantic University, Boca Raton, Florida, USA Revised 9 April 2018 1 September 2018 18 September 2018 Accepted 17 October 2018 Abstract Purpose – The purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and emotional bonds, are expected to vary in their propensity to engage in advocacy and co-create value. Design/methodology/approach – Hypotheses linking the antecedents of customer engagement to advocacy are empirically investigated with data from the Twitter social media network for the top 50 US QSRs. Multiple regression analysis is carried out with proxies for advocacy as the dependent variable and connection effort, interaction effort, satisfaction, retention effort, calculative commitment and affective commitment as independent variables. Findings – The results indicate that retention effort and calculative commitment of customers are the most important factors influencing advocacy. Efforts to retain customers using social media communication increase advocacy. Greater calculative commitment also increases advocacy. Affective commitment mediates the relationship between calculative commitment and advocacy. Practical implications – Fostering retention and calculative commitment by using social media communication engenders loyalty and customers become advocates. Calculative commitment fosters affective commitment, turning customers into fans who are delighted as well as loyal, enhancing advocacy.
    [Show full text]
  • Winning Customer Advocacy in UK Retail Banking
    Nearly every bank can recognise the importance of winning loyal customers, but most find it difficult to mobilise to achieve it. Winning customer advocacy in UK retail banking By Barney Hamilton, Matt Symonds and Elizabeth Hogbin Barney Hamilton is a partner in Bain & Company’s London office and a member of the firm’s Customer Strategy & Marketing practice. Matt Symonds is a partner in Bain’s London office and a member of the Financial Services practice. Elizabeth Hogbin is a manager in Bain’s London office. Copyright © 2011 Bain & Company, Inc. All rights reserved. Content: Editorial team Layout: Global Design Winning customer advocacy in UK retail banking Nearly every bank would be an enormous hassle with little to be gained. The best Anne could look forward can recognise the to would be taking a small measure of revenge importance of winning by telling others how poorly her bank had loyal customers, but treated her and going elsewhere for her new mortgage. most find it difficult to mobilise to achieve it. In the 21st-century world of 24/7, have-it- your-way customer convenience, sorry tales like Anne’s are played out day after day in Leaving town for an eagerly anticipated week- bank branches, call centres and ATMs across end getaway abroad, Anne, a longtime cus- the UK. Retail banks have long been more tomer of a leading high street bank, stopped preoccupied, appropriately, with countering by her local branch to make an ATM with- threats of fraud and satisfying regulators than drawal. When her card did not work, she went focusing on the damage that their me-too inside to report the problem.
    [Show full text]
  • Secrets of Top Performers Learn from the Best Customer Marketing Superstars Success with the RO Innovation Platform Advice From
    SAN JOSE, CALIFORNIA NOVEMBER 14 - 15 RISE HIGHERby Upland RO Innovation Secrets of Top Performers Learn from the best customer marketing superstars Success with the RO Innovation Platform Advice from the experts in the field Product Spotlight Discover RO features and fan favorites Global Recognition Celebrating the industry leaders 2018 V6 14 DAYS 2018 TABLE OF CONTENTS 1 Message from Jeff Weil Applauding Those 2 Customer Success Experience 4 2018 RO Sherpa Awards 8 Reference Elite, Dawn Miears Who Rose Higher 9 Reference Elite, Chris Bergman 10 Reference Elite, Therese Van Ryne 11 Reference Elite, Trish Borrmann From humble beginnings to building a successful 12 Advice from Our Staff company, the team at RO Innovation knows that 14 We Asked Field Leaders: What is a tip you’d share with a peer? recognition is one of the most important components 17 Marketo: Best In Class Advocacy Program to building a successful company and engaging 20 Rimini Street: Outstanding Executive Leadership customers in meaningful ways. Accolades for those 22 IBM: Most Valued Program who work hard, push themselves to achieve even 24 Informatica: Most Improved Program more, and contribute meaningful value to others and 26 IBM: Best Advocate Engagement Strategy their companies are deeply held RO Innovation values. 28 Symantec: Rising Star 30 Fortinet: Innovative Feature Use This magazine is a small way of paying tribute to 32 Forescout: Top Game Changer those who deserve a piece of the spotlight. 34 We Asked Field Leaders: How has the RO Innovation platform helped you? Motivating and inspiring others, creating an ever- 36 Product Spotlight expanding set of best practices, and consistently 38 Message from Karen Meyer innovating what’s possible in this industry is what makes RO Innovation’s customers the best community in the world.
    [Show full text]
  • The Impact of Customer Advocacy on Customer Perceived Value
    Journal of Business and Retail Management Research (JBRMR) Vol. 8 Issue 1 October 2013 The impact of customer advocacy on customer perceived value Ying-Pin Yeh Yu Da University of Science and Technology, Taiwan Keywords Customer perceived value, customer advocacy, customer empowerment, organizational Innovation. Abstract To maintain a competitive advantage, firms are increasingly regarding customer-perceived value as a vital factor in creating new service methods. Customer advocacy presents a cascade of stages, from the operating strategy and delivery system of the company to the customer's perception of service quality. After reviewing related literature, this research identified the antecedents of customer advocacy affecting the customers, and explored the effect of customer advocacy on customer perceived value, taking customer trust and satisfaction as the intervening construct. We formulated six hypotheses. Data were collected from 388 usable questionnaires, which had been completed by customers for Taiwanese telecommunication firms. The hypotheses were tested with respondent-sample data by using a structural equation model. The results indicated that customer advocacy directly and positively relates to customer trust and satisfaction, customer trust and satisfaction directly and positively relate to customer perceived value, and customer empowerment and organizational innovation directly and positively relate to customer advocacy. 1. Introduction Firms are operating in a complex competitive environment, in which an increasing number of customers are demanding the creation of value (Sa´nchez et al., 2009). This has generated a growing interest in creating and delivering superior value to the customer (Smith & Colgate, 2007). As an increasing number of consumers gain access to powerful new media and information tools to compare products and services (Pitt et al., 2002; Wind & Rangaswamy, 2001), organizations in a range of industries are responding by developing advocacy-based strategies and practices (McKenna, 2002; Baker, 2003).
    [Show full text]
  • Customer Advocacy and Brand Management
    Customer Advocacy and Brand Management Abstract Purpose In this article, we define and explore the strategic value of customer advocacy through the lens of the brand management literature. We review recent analysis of the value and vulnerabilities of brands and branding in order to understand why customer advocacy is becoming an attractive strategic option for many firms. Approach A model of empowered consumer value drivers is constructed to demonstrate how they are becoming an important source of brand value. Practical Applications We then introduce a framework for brand management in a customer advocacy context and illustrate it with examples of companies pursuing advocacy-based strategies and practices. Contribution of the Paper Finally, we conclude by discussing the opportunities presented to brand management when developing customer advocacy and summarise our contribution. Keywords: Customer advocacy, Brand Management, Conceptual Paper. Introduction As more and more consumers gain access to powerful new media and information tools to compare brands, products and services (Pitt et al., 2002; Hagel and Singer, 1999; Wind and Rangaswamy, 2001; Prahalad and Ramaswamy, 2000), organisations in a range of industries are responding by developing advocacy-based strategies and practices (Achrol and Kotler, 1999; Sawhney and Kotler, 2001; Mitchell, 2001; McKenna, 2002; Baker, 2003; Zuboff and Maxmin, 2002; Urban, 2004). As Urban (2004) observes, the strategy behind customer advocacy is simple. By assisting consumers to find and execute their optimum solution in a given market, it will be easier for an organisation to earn their long-term trust, purchases and loyalty. In this article, we discuss customer advocacy with reference to the brand management literature.
    [Show full text]