Are you building Customers or Advocates?
Has it happened to you that you avail some service or buy some new product and you like the overall experience so much that you go about promoting it to everyone you know?
That's what most people do without any direct/indirect benefit from it.
Then why are companies so obsessed with just acquiring customers. Why not create brand advocates? Of course that would mean going the extra mile in terms of providing an amazing overall experience and also continually taking feedback to improve further.
I believe leaders must create a direct channel of communication with the customers and frontline employees to be closer to the ground. They must leverage technology to bridge the gap and innovate faster. Also setting the right example for the team by walking the talk.
What are your thoughts?
Should companies work towards creating customers or advocates?
