Customer Advocacy Strategy for Brand Growth

This case study details how Symprove, a supplement brand, effectively utilizes customer advocacy to drive growth and enhance their loyal customer base. After identifying that 30% of new customers were acquired through personal recommendations, Symprove implemented the Mention Me referral program in 2021 to capitalize on this opportunity. The program has been optimized to encourage sharing, resulting in 19% of customers actively promoting the brand. The study emphasizes the importance of brand loyalty for a subscription-based business like Symprove, which relies on retention targets. By tracking advocacy data, Symprove rewards brand advocates for their contributions, fostering a community of loyal customers. Additionally, 51% of referred customers are acquired through the unique Name Share® feature, highlighting the effectiveness of personalized referrals. Symprove is integrating advocacy data into Klaviyo, their CRM platform, to enhance referral email campaigns and expand their marketing database, thereby further solidifying their advocacy-first approach.