In this episode of The CustomerX Files, Alison Bukowski sits down with Lisa Kaspari to talk about the unglamorous truth: if you can’t measure advocacy, you can’t protect it — or scale it. Alison and Lisa make the case for ditching vanity metrics and focus on what actually matters: activity, engagement depth, and repeatable reporting from a source of truth — not someone’s desktop spreadsheet. The episode also hits on modern pitfalls (outdated templates, unapproved customer usage) and where measurement is going next: cohort analysis, predictive insights, and AI-enabled analytics once the foundation is solid.
Lisa challenges teams to rethink what they measure, moving beyond surface-level metrics toward insights that reveal true engagement and business impact. She also shares practical guidance on using data to craft compelling stories that resonate with executives and secure ongoing investment.
Whether you’re building an advocacy program from the ground up or refining a mature strategy, this conversation will help you align advocacy with the outcomes your organization cares about most.
If proving the value of customer advocacy feels like an uphill battle, this episode offers a roadmap for turning your data into influence and your program into a strategic driver of growth.
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