Season 9, Episode 3: The Advocacy Ripple Effect

In today's fast-paced and competitive business environment, the ability to excel in customer experience is not merely a choice but a necessity for sustainable success. The latest episode of the Ipsos Experience Perspective Podcast provides an in-depth exploration of cutting-edge strategies and insights centred around the role of customer advocacy as a key driver in the acquisition of new customers.

Host Helen Bywater-Smith chats to Lorraine Rough and Jean Francois Damais about the recent R&D and paper they have authored “Advocacy Ripple Effect” which found:

- Emotionally connected customers recommend brands 4x more often

- Recommendations directly influence 1 in 3 new customer acquisitions

- Referred customers have a higher lifetime value and refer more new business

The podcast redefines the scope of Customer Experience (CX) by emphasising its crucial position not only in retaining existing customers but also in creating advocate-driven growth.

CX leaders will benefit from understanding how to leverage moments of service recovery and effective onboarding to foster moments of loyalty and advocacy.

Listen to the full episode and embark on a journey to reshape your customer experience initiatives into a catalyst for growth.