As founder of the Center for Customer Engagement and producer of the annual Summit on Customer Engagement, Bill Lee has been a strong voice in the loyalty marketing sector for years. In his latest report, Lee notes ways in which companies can build upon customer engagement and create brand advocacy.
Highlighting the power of word of mouth, Lee calls for companies to allow their customers to tell their own stories. By using customer experience to shape the advocacy narrative, brands can effectively market through a consumer’s....