As I said in the other post "As customer trust their peers more than ever, the best source of influence is the army of customers turned advocates. Thus, the ultimate goal is to delight customers and convert them into loyal advocates.". So advocate is where the magic happens, and it will not happen for your business unless you know how to satisfy your customer needs.
For you to understand the needs of your customers, perhaps how was his experience in your establishment you need his feedback, for the tools (reviews and reputation management) we have today in online environment that should be very easy.
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