Gartner Research

Use Gartner’s Buy/Own/Advocate Framework to Map Customer Journeys and Deliver Better Customer Experiences

Published: 01 October 2019

Summary

Knowing end-to-end customer journeys helps customer experience leaders recognize how customers consider, buy, use and recommend products and services. Use Gartner’s Buy/Own/Advocate framework to understand customers’ desired journeys and identify ways to lift satisfaction, loyalty and advocacy.

Included in Full Research

  • Key Challenges
  • Avoid Problems That Limit Your Customer Experience Scope and Outcomes
  • Identify Your Customers’ Complete Buy/Own/Advocate Journey
    • Buy Cycle
    • Own Cycle
    • Advocate Cycle
  • Use the Right Measures of Loyalty and Advocacy to Understand How Better Customer Experience Drives Business Outcomes
    • Understand What Drives True Brand Loyalty
    • Reconsider How You Measure Brand Advocacy

Analysts:

Augie Ray

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