Choose a country

United KingdomEnglish
South AfricaEnglish

Moving customers from loyalty to advocacy

9th March 2017

Customer Experience

In the lifecycle of a relationship between brands and customers there are several stages, as most of you may already know. In an ideal world, the customer will progress along a path and keep on developing a relationship with the brand. Of course, that doesn’t always happen, but it helps to understand that this path exists and how you can nudge customers along by improving the customer experience.

As this article in Hotel Industry magazine points out, brands can move beyond just satisfying their customers and creating both loyalty and advocacy by thinking more broadly about what customers are buying. In the hotel business, it may appear to be just a night in a hotel when seen as a service or transaction, but to the customer it may be the place they are staying for their honeymoon, or where they are staying after travelling from afar to attend a cup final football game. For the customer, they are buying a complete experience that they will remember forever.

By planning for customer interactions and a general experience that reflects this, many customers can be encouraged to not only be more loyal to the brand, they can become fans. This is possibly the best advertising for any brand / company because it’s almost impossible to buy. Our latest customer experience paper covers top stories on nurturing customer loyalty and how customer centricity can accelerate your commercial growth. Click here to read this week’s edition.

How can we motivate good customers to become brand promoters? If you have any suggestions, please leave a comment here or connect with me on LinkedIn.

Leave a Reply

Your email address will not be published.Required fields are marked *

David Turner
Article by: David Turner

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
Embracing immediacy and the connected customer

In a very detailed report on the state of the connected customer that gathered information from over 7,000 survey respondents. The research is over a year old now so some detailed sections may have moved on, but the broad conclusion is still valid. The Salesforce research focused on how increasing customer demands are changing the way that companies need to do business. New technology has put...

Ronald Van schijndel appointed CEO webhelp the Netherlands

Ronald van Schijndel has been appointed as the new CEO of Webhelp the Netherlands. Ronald steps into this role following the unexpected passing of our dear colleague and former CEO Gert-Jan Morsink with whom he’s worked closely on the development and growth of the business since 2012. Thanks to...


How often are travellers using digital methods? What channels are customers using most frequently? And has the internet, as many predicated, replaced the traditional travel agent?   The Travel Industry is one sector that many people believed would be disrupted the most following the...

Brits Are Looking Forward to a Traditional Family Christmas

  Electronic devices and computer games don’t make it into top 10 of gifts   With Christmas just days away, the majority of Brits are looking forward to time with friends and family this festive period, according to the latest consumer research from customer experience expert,...

Case Studies
Webhelp People Analytics