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Customers evaluate, buy, use and recommend products and services in new ways. Marketing leaders should use Gartner's Buy/Own/Advocate framework to understand and map the complete customer journey and adapt their customer experiences accordingly to deliver strong business and marketing results.
Table of Contents
Avoid Problems That Limit Your Customer Experience Scope and Outcomes
Recognize Your Customers' Complete Buy, Own and Advocate Journey
- Buy Cycle
- Own Cycle
- Advocate Cycle
Drive Better customer Experience Outcomes Using the Right Measures for Loyalty and Advocacy
- Understand What Drives True Brand Loyalty
- Reconsider How You Measure Brand Advocacy
- Avoid Problems That Limit Your Customer Experience Scope and Outcomes
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