Most Voice of Customer programs are excellent at producing a score. Far fewer know what to do with it once they have one. This article breaks down the six pillars we use at Feedback ASAP to turn customer feedback into an actual growth program, not just a number that gets reported up the chain each month. It covers the seven moments that build advocacy, the four-stage operating model behind it, and why NPS still matters, just not on its own.
NPS tells you what already happened. Advocacy tells you what happens next. Phil Prosser, CEO and Founder of Feedback ASAP, makes the case that advocacy, not a satisfaction score, is the real lever behind sustainable growth. Referred customers cost next to nothing to acquire, stay longer, and spend more, yet most CX programs still chase a single dashboard number instead of the behaviour that actually drives it. This article sets out why NPS alone cannot carry the weight businesses put on it, what genuinely builds advocacy at the frontline, and how the shift from measuring sentiment to building recommendation changes the growth conversation entirely
Julian Barton sits down with Phil Prosser, Founder and CEO of Feedback ASAP, ahead of his live webinar on 26 August. They talk about why NPS was never designed to be a growth strategy, what ‘data rich, action poor’ really costs a business, and the ASAP Growth Pathway framework connecting improvement, sales, advocacy and people to genuine commercial growth.
