Customer Advocacy

27 May, 2024 1 min read

What is Customer Advocacy?

It's not just customer satisfaction, but rather a shift in mindset where companies proactively promote and act in the best interests of their customers.

It goes beyond reactive service to building advocates who champion your brand, products, and services.

It fosters deeper loyalty and drives organic growth through authentic word-of-mouth recommendations.

How to Measure Customer Advocacy?

Traditional metrics like CSAT are valuable, but for advocacy, we need to go further.

Consider these metrics to gauge advocacy strength:

Net Promoter Score (NPS)

Measures the likelihood of customers recommending your brand (promoters vs. detractors).

Customer Effort Score (CES)

Evaluate ease of interaction and advocacy potential (lower effort = higher advocacy).

Social Media Engagement

Tracks positive brand mentions, shares, and reviews by advocates.

Referral Program Participation

Measures active participation in spreading the word and driving new customers.

Insights on Customer Advocacy

Measuring advocacy helps you:

  • Identify your most passionate customers.
  • Understand their motivations and preferred engagement channels.
  • Tailor programs and incentives to nurture their advocacy.
  • Track the impact of advocacy efforts on growth and brand perception.
Make your customer engagements more precise and purposeful with ZapScale.

Additional Considerations for Customer Advocacy

Qualitative feedback

Conduct in-depth interviews and surveys to understand advocates' experiences and suggestions.

Community building

Create forums, events, and exclusive spaces for advocates to connect and share their experiences.


Provide advocates with resources and training to effectively promote your brand.


The Ultimate Guide to Customer Success Management

The Ultimate Guide to Customer Success Management

Customer Success is not just about selling a product or providing support; it's a promise brought to life, guiding customers toward success while ensuring a delightful journey

21 September, 2023

The Ultimate Guide To Keeping Your Customer Churn in Check!

The Ultimate Guide To Keeping Your Customer Churn in Check!

They say not all churn is bad. What do you think? I think so too, but don’t take my word for it. Some say all churn is bad and I’d give that to them but not take it personally!

15 February, 2023

Can a 1% reduction in churn result in a 38% increase in ARR?

Can a 1% reduction in churn result in a 38% increase in ARR?

When I started working on my Customer Success startup ZapScale my first thought was why should anyone spend on Customer Success and what value it brings.

23 April, 2022

Quality Content,

Straight To Your Inbox!

Subscribe for the latest blogs, podcasts, webinars, and events!

Write a Blog

If you have experience in CS and

a flair for writing, we’d love to

feature you.

Write to us on