FAQ's

Want to know more about customer advocacy ?

Frequently Asked Questions

What is a customer advocate?
An advocate assumes the role of a customer but, out of the spotlight, helps you get things right.

Why use a customer advocate
An independent view, taken from the customer perspective and not coloured by being too close.

What Benefits can a customer advocate help deliver
• Rectify customer service inconsistencies
• Maximise return on investment (IT/capital projects)
• Develop a customer centric organisation
• Correlate your internal priorities to customer value
• Before & after project impact comparisons
• Identify your best clients
• Win new customers/ successful new product launches
• Optimise specific, tailored product/services
• Get ahead of competition

Can a customer advocate help with operational as well as strategic issues? Since many customer facing roles are operational then clearly an advocate can help identify and help you improve. A strategic approach helps ensure the right balance of effort.

Can a customer advocate help within a department as well as across departments?
Yes, very much so. The help of an advocate can be very powerful when targeting specific known problems or trying to breakout of historical log jams standing in the way of progress. However, since customers tend to view the whole of an organisation an advocate can be particularly helpful in identifying inconsistencies between functions, services or propositions or giving an overall strategic picture.