Yes, we do trackers. In fact we currently track a lot of markets. 40 or more to be precise. We have some pretty nifty dashboards too. But we go further than that.

We know that advocacy has a direct relationship to customer spend – so the greater number of advocates, the more they’ll spend with you. Kerching. As a rule, where more than one supplier is used, share of wallet with advocates is 4x times higher than detractors, and that’s before considering their advocacy for your brand to drive future growth.

Our POLAR approach (Path_Of_Least_Actual_Resistance) to advocacy discovers how to effectively engage with ALL customers – whether they’ve had a bad experience, feel they’ve been forgotten, or are simply indifferent to you/your competitors.

We use AI machine learning algorithms to explore and extract the essence of what customers want and through natural language processing understand how to give it to them.

Our POLAR approach can be applied to multiple data sources, including survey or real time data (call centre, chat, reviews, tweets). We utilise sentiment analysis coupled with NLP to extract key themes from source text and comments. The POLAR algorithm then identifies which conscious and unconscious drivers to address to drive customer positivity.

The end result is happier customers, who are more likely to increase their spend with you and recommend you to others… so everyone’s a winner.