Learn customer advocacy, marketing and social media terms.

A

• Advocacy Marketing Advocacy marketing is leveraging satisfied customers to promote the brand through word-of-mouth and recommendations.
• Advocate Loyalty Program A rewards program aimed at encouraging existing customers to continue their support and advocacy for a brand.
• Ambassador An ambassador is an individual who voluntarily promotes a brand or product through personal endorsement and social influence.

B

• Brand Advocacy The act of customers supporting or promoting a brand voluntarily, often due to their loyalty and satisfaction.
• Brand Ambassador A brand ambassador is an individual who, whether organically or through partnership, promotes and supports a brand, using their influence to enhance brand awareness and encourage sales.
• Brand Equity The value and strength of a brand that determines its worth.
• Brand Loyalty Brand loyalty refers to a customer's consistent preference for one brand over all others.

C

• Campus ambassador A campus ambassador is a student appointed to represent and promote a brand or organization within their college or university.
• Community Management Community management involves overseeing and enhancing interactions within a brand's online community.
• Content Marketing A strategic marketing approach focused on creating and distributing valuable, relevant, and consistent content to attract and retain a clearly defined audience.
• Conversion Rate Optimization (CRO) The process of increasing the percentage of users who perform a desired action on a website.
• Customer advocacy Customer advocacy refers to the actions and strategies a company uses to prioritize and address the interests and needs of its customers, fostering loyalty and positive word-of-mouth.
• Customer Experience (CX) Customer experience encompasses all interactions a customer has with a brand, impacting satisfaction and loyalty.
• Customer Feedback Loop A process that involves collecting, analyzing, and responding to customer feedback to improve products and services.
• Customer Journey The customer journey maps out all experiences customers have with a brand across various touchpoints.
• Customer Lifetime Value (CLV) The total worth to a business of a customer over the whole period of their relationship.
• Customer Onboarding The process of guiding new customers to successfully use and gain value from a product or service.
• Customer Retention Customer retention is the practice of keeping existing customers engaged and loyal to a brand over time.
• Customer Segmentation The practice of dividing a customer base into groups of individuals with similar characteristics for targeted marketing.

D

• Digital Word-of-Mouth The spread of brand-related information through digital channels by satisfied customers.

E

• Engagement Metrics Metrics that measure the level and quality of interaction between customers and a brand's content or services.
• Engagement Rate Engagement rate is a metric that measures how actively involved with content an audience is.

I

• Influencer Marketing Influencer marketing uses key leaders to amplify a brand's message to a larger audience.
• Influencer Relations The practice of building and maintaining positive relationships with influencers to promote a brand's products or services.

L

• Loyalty Programs Loyalty programs reward customers for their repeat business with incentives, discounts, or exclusive offers.

N

• Net Promoter Score (NPS) NPS is a metric that measures customer loyalty and predicts business growth potential.

O

• Omnichannel Marketing A multi-channel sales approach that provides the customer with an integrated shopping experience.

P

• Personalization Tailoring a product or service to meet individual customer needs and preferences.

R

• Referral Marketing Referral marketing encourages customers to recommend a brand's products or services to new potential customers.

S

• Social commerce Social commerce involves selling products directly through social media platforms, integrating marketing and sales in a social context.
• Social Listening The process of monitoring digital conversations to understand what customers are saying about a brand and its industry online.
• Social loyalty Social loyalty is the cultivation of customer loyalty through social media platforms, leveraging online engagement and community-building efforts.
• Social Proof Social proof is the influence that the actions and attitudes of others have on one's own behavior and decisions.
• Student ambassador A student ambassador is a student chosen to represent and promote an educational institution or brand, engaging peers through campus events and social networks.

U

• User-Generated Content (UGC) UGC is content created and shared by consumers about a brand or product, often used in marketing.

V

• Viral Marketing Viral marketing involves creating content that spreads rapidly online, amplifying brand exposure.

W

• Word-of-Mouth Marketing (WOMM) WOMM is the organic spreading of a brand's message through personal recommendations and social sharing.