White Paper:
Customer Advocacy and the Branded Experience
by Michael Lowenstein, PhD CMC, Executive Vice President Market Probe
Researcher and author Michael Lowenstein uses company examples to demonstrate that what really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity, ongoing creation of customer-perceived value and "barriers to exit".
Michael Lowenstein, PhD CMC, Executive Vice President Market Probe, analyzes standout companies that have succeeded in creating consistent, positive experiences that appeal to customers:
- IKEA
- Zappos
- W. L. Gore
- USAA
- Apple
- Wegmans
What really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity, ongoing creation of customer-perceived value and "barriers to exit." often best demonstrated through attractive and desired branded experiences.
The value of creating branded experiences for customers is discussed in the paper, and in detail in Lowenstein’s new book, The Customer Advocate and The Customer Saboteur: Linking Social Word-of-Mouth, Brand Impression, and Stakeholder Behavior.
You can download the full white paper from the company website. View the Market Probe, Inc. listing in GreenBook or visit their website at www.marketprobe.com.
Other content shared by Market Probe, Inc.
Corporate Image, Trust and Reputation, and Customer Advocacy Behavior: Is There Linkage?
by Michael Lowenstein, CMC EVP, and Anu Bhalla, VP, Market Probe, Inc.
Market Probe presents research that demonstrates an actionable link between reputation and advocacy. Read Article »
Advocacy and the Revenue Narrative: A Case Study
by Don Ryan, Vice President, Technology Practice, Market Probe, Inc.
Don Ryan demonstrates the direct linkage between advocacy and measuring business performance. Ryan uses a 2011 survey of IT decision makers to illustrate Market Probe’s approach to using advocacy to measure customer experience and link it to specific financial and business outcomes, a methodology relevant across B2B and B2C sectors. Read Article »
Market Probe Announces Asia Pacific and China Winners of 2011 Retail Banking Customer Advocacy Monitor
by Market Probe, Inc.
Market Probe announced the names of the retail banks that posted the highest levels of Customer Advocacy in the Asia Pacific, China and Korea region in 2011, based on the firm’s survey of the largest banking institutions. Read Article »
Market Probe Announces Advocacy Leaders in the Life and Auto Insurance Sectors
by Market Probe, Inc.
Market Probe completed the advocacy profiles of companies in several competitive sectors, based on evaluations from 1,600 households. Read Article »
