Customer Advocacy: Top Strategies, Examples, and Expert Opinions

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1. At a U.S. wireless carrier, we discovered through extensive experimentation that new customers (both prepaid and contract) are most willing to refer within the first three months (with another smaller peak after contract renewal). That is because in this period, the initial onboarding is complete, excitement is still high, and the product is top-of-mind. After month three, referral likelihood didn’t just decline... it dropped by roughly 80-90%, making referral prompts dramatically less effective. “Incentives don’t always need to be monetary - exclusive access or free products can also be very effective - but there is always a point where increasing the reward value only delivers minimal or no incremental lift.” Finding that incentive ‘sweet spot’ - for both the referrer and the new customer - is essential to maximizing the ROI of your RAF program.

   In Referral incentive models