In which stage of customer engagement is a customer who shares positive experiences on social media and blogs?

Customers who actively share positive experiences on social media and blogs are engaging in the Advocate stage of customer engagement. In this stage, customers become vocal supporters of a brand, promoting their positive experiences and influencing others' perceptions. Advocacy is characterized by customers who not only use the product or service but also feel satisfied enough to recommend it to others, often through various platforms like social media or personal blogs.

These advocates help create a community of support around a brand, enhancing its reputation and credibility. Their shared positive experiences serve as powerful testimonials that can attract new customers and strengthen existing relationships with the brand. This stage signifies a high level of engagement and satisfaction, as advocates typically feel a personal connection to the brand and its mission.

The other stages mentioned, such as Adoption, Optimize, and Expand, pertain to different aspects of customer engagement where customers are still in the progressive journey of integrating and deriving value from the product or service rather than actively promoting it to others.