As the market-ing entered into the digital era and thus continuously evolving its concepts. Marketers have to re-look and re-arrange the strategical inputs to co-create the whole thing. Unsurprisingly, marketing has adopted the process of digitalization at its best to understand and connect the customers, thereby creating the superior value propositions.
In the digital world, communities are the new segments & brand-advocacy is the new customer-loyalty. Customers are socially connected and they find themselves in a better position to believe the recommendation of a stranger rather than organizations. Such communities serve as a medium of the noiseless decision-making process and refrain from falling into the trap of luring advertisements. Today, consistently communicating and maximising touch points do not necessarily translated into the desired results. On the other hand, a calculated attempt of winning a customer can result in a better return. With increasing mobility and connectivity, this is the challenge that marketers have to come up with.
In the era of traditional marketing, customer loyalty was somehow considered as customers retention and “word of mouth” was restricted within a group or area. The term is now evolved as “Brand Advocacy,” to let the customer endorse a product or service in a better-connected world and this is crucial to the success and failure of the product or service. Its importance increases with increasing trends of communities and especially when it is unlikely to influence the decision-making process of today’s customer.
It brings a change to the earliest and widely used framework to describe the customer buying process is AIDA (attention, interest, desire, action). Derek Rucker has proposed a modification of AIDA that he calls the four A’s: aware, attitude, act and act again. Four A’s further modified by Philip Kotler: aware, appeal, ask, act and advocate, to make them more relevant in connectivity era. The terms, “act again” & “advocate,” clearly signify the target area of marketers.