What is meant by "customer advocacy"?

Customer advocacy refers to the practice of representing and promoting the interests of customers within a company. This concept emphasizes the importance of understanding customer needs and ensuring that their voices are heard in decision-making processes. Advocating for customers means prioritizing their satisfaction, addressing their concerns, and striving to improve their overall experience with the company.

This approach leads to stronger customer relationships, loyalty, and trust, as customers feel valued and understood. In a customer-centric environment, employees and management work together to align company policies, products, and services with the expectations and desires of the customers they serve. This ultimately benefits both the customers and the organization by fostering a positive reputation and encouraging repeat business.