Everyone knows about the power of customer loyalty as a driver of growth and profit.

What is less clear is that there are two types of customers who are vital to any business- the “active advocates” who put their reputation on the line by talking positively about your product or service. There are also the terrorists who make it their business to tell others how bad you are.

The proportional balance between these two types of customer has a remarkably strong effect on any business. Recent research shows it’s the number one driver of growth.

But how do you convert customers into active advocates? At last there’s practical help out there for managers who want to do something about it.

In The Customer Experience Alliance we believe in the power of consistently delivering a memorable experience for customers that meets what is promised.

We call unique, unforgettable and meaningful experiences that powerfully reinforce a brand promise and get customers talking, “spiky experiences”.

It’s our job to design spiky experiences for your customers.