Customer Advocacy and the Branded Experience

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.