A practical guide
We want to build customer advocacy
Start with the experience and the relationship before asking customers to recommend you.
Work through the decisions
- 1
Net Promoter Score (NPS) & Feedback Loop Framework →
Listen to customer sentiment and close the loop on issues.
- 2
Forrester Customer Advocacy Model →
Assess your advocacy approach and choose what to develop next.
- 3
Voice of the Customer (VoC) Programme →
Keep customer input connected to decisions across the business.
Put it into practice
Choose your next decision.
Write down what you need to decide, the evidence you already have, and what is missing. Start with the method that addresses that gap.