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Using phygital tools to drive customer engagement and advocacy: How to turn loyal customers into brand ambassadors and increase sales through word-of-mouth marketing

Publish: 26/05/2023

Discover effective strategies for turning loyal customers into brand ambassadors and leveraging phygital tools to enhance customer engagement, advocacy, and word-of-mouth marketing to boost sales.

Using phygital tools to drive customer engagement and advocacy: How to turn loyal customers into brand ambassadors and increase sales through word-of-mouth marketing


In today’s highly competitive business landscape, customer engagement and advocacy, as well as knowing how to turn customers into brand ambassadors, play a crucial role in the success of any brand. Loyal customers who become enthusiastic brand advocates have the power to influence others and significantly impact sales. To harness this potential, businesses are increasingly adopting phygital tools, which combine the physical and digital realms to create seamless customer experiences.

Understanding Customer Advocacy

Customer advocacy refers to customers actively promoting and recommending a brand, its products, or services to others. Brand ambassadors, also known as advocates, voluntarily amplify positive brand messages through word-of-mouth marketing. They act as influencers within their networks, leading to increased awareness, trust, and ultimately, sales.

Benefits of Customer Advocacy:

  • Enhanced brand credibility and trust
  • Increased brand visibility and awareness
  • Cost-effective marketing through word-of-mouth
  • Higher customer retention and loyalty
  • Expanded customer reach and acquisition

Strategies for Turning Customers into Brand Ambassadors

1. Provide Exceptional Customer Experiences

A satisfied customer is more likely to become an advocate. To create exceptional experiences:

  • Deliver personalized interactions across physical and digital touchpoints
  • Offer seamless omnichannel experiences for consistent brand messaging
  • Listen to customer feedback and proactively address concerns
  • Surprise and delight customers with unexpected gestures

2. Implement a Customer Loyalty Program

A well-designed customer loyalty program encourages repeat purchases and fosters brand advocacy. Consider the following:

  • Reward customers for their loyalty and engagement
  • Provide exclusive perks, discounts, or early access to new products
  • Create tiers or levels to incentivize higher engagement
  • Encourage referral programs to amplify word-of-mouth marketing

3. Leverage Social Media and Influencer Marketing

Social media platforms offer vast opportunities to engage with customers and leverage their networks. Use these strategies:

  • Create shareable content that resonates with your target audience
  • Engage with customers through comments, direct messages, and polls
  • Collaborate with influencers who align with your brand values
  • Encourage user-generated content and hashtags to amplify brand reach

4. Harness the Power of Reviews and Testimonials

Customer reviews and testimonials have a significant impact on purchasing decisions. Maximize their potential:

  • Encourage customers to leave reviews after their purchase
  • Showcase positive reviews and testimonials on your website
  • Respond promptly to both positive and negative feedback
  • Incentivize customers to share their experiences through contests or rewards

Phygital Tools for Driving Customer Engagement

Phygital Tools for Driving Customer Engagement

1. Augmented Reality (AR)

AR technology enhances the customer experience by overlaying digital content onto the physical world. Benefits include:

  • Allowing customers to visualize products in their own environment
  • Creating interactive and immersive experiences
  • Offering virtual try-on experiences for fashion and beauty brands
  • Facilitating product customization and personalization

2. Virtual Reality (VR)

VR enables customers to step into a virtual world, providing unique and engaging experiences. Benefits include:

  • Creating virtual showrooms and product demos
  • Offering virtual tours of physical stores or travel destinations
  • Enhancing storytelling and brand narratives
  • Enabling immersive training and education experiences

3. Chatbots and Virtual Assistants

Chatbots and virtual assistants provide instant support and personalized interactions. Benefits include:

  • 24/7 availability for customer inquiries and support
  • Efficient handling of frequently asked questions
  • Collecting customer data and insights for personalized recommendations
  • Streamlining customer service and reducing response times

4. Interactive In-Store Experiences

Enhancing physical retail spaces with interactive elements creates memorable experiences. Consider these ideas:

  • Interactive product displays with touch screens or gesture recognition
  • Virtual or augmented reality experiences within the store
  • Self-service kiosks for product information or customization
  • Mobile apps or QR codes for in-store digital interactions


Transforming loyal customers into brand ambassadors is a powerful strategy for driving customer engagement, advocacy, and ultimately, increased sales. By leveraging phygital tools, businesses can create seamless customer experiences that foster brand loyalty, encourage word-of-mouth marketing, and amplify their reach. Implementing effective strategies and embracing the digital and physical convergence can position brands at the forefront of customer engagement and advocacy in today’s competitive marketplace.



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