The Customer Confidential Podcast

The Essential Role of the Customer Advocacy Office

It takes more than a CEO to create a customer-centric business. Rob Markey explains how a customer advocacy office can guide a company's Net Promoter® journey.


The Essential Role of the Customer Advocacy Office

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A company needs more than a CEO’s support to get the most out of the Net Promoter System®. That’s why some companies set up a customer advocacy office, or CAO, that focuses on learning about—and improving—the customer experience.

A customer advocacy office can serve as the project management office that coordinates product development, marketing and other functional groups in the organization to focus on the customer experience. Net Promoter provides the methodology and the tools; the CAO is the arm of management that puts the methods and tools to work.

In this short episode of The Net Promoter System Podcast, I discuss the benefits of a customer advocacy office. You can listen to the episode on iTunes or through the player above. Click here to view more more episodes.

Learn moreThe Essential Role of the Customer Advocacy Office

 Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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