Customer Advocacy and Delight

Businesses are re-discovering that customer advocacy in all its forms is one of the strongest drivers of growth and profit. Positive referrals, even good old-fashioned word-of-mouth
publicity can create a wave of interest like never before. One person’s great experience can suddenly be transmitted to computer screens all around the world. But the reverse is also true. It is the disappointments which lead to websites and blogs like ‘DellHell’ being created – irreparable damage can be transmitted within minutes.

But before recommending you, your customers must be delighted, and it is there that many firms stumble. Implementing a ‘delight’ mindset throughout your company is a long road. The starting point is to treat others as you want to be treated yourself – a truism with a significant place in all your business dealings.


Consumer Insights