Customers who are unhappy tell their friends about it. With social media, that information spreads faster than ever before.

We also know that some customers who are happy tell their friends, write reviews and spread the word using traditional new internet techniques as well.

The real challenge is how to turn satisfied customers into these ‘advocates’ or ‘promoters’. An advocate actively spreads positive word of mouth about their experiences. An advocate can help your organization obtain new customers and prospects.

American Express has been focused on improving the number of customers who are ‘promoters’ and would recommend them to family and friends. Here is how they changed their culture to accomplish this mission.

The real challenge is how to turn satisfied customers into these ‘advocates’ or ‘promoters’.

Hide me
Sign up below to receive a Free Report (Retail Value $150.00)
Name: Email:
Show me