How can brands effectively differentiate between genuine customer loyalty and advocacy driven by appreciation strategies, versus loyalty and advocacy that may be influenced by external factors or incentives in Customer Experience Management?

To effectively differentiate between genuine customer loyalty and advocacy driven by appreciation strategies, brands can analyze the consistency and depth of the customer's engagement with the brand over time. Genuine loyalty is often characterized by repeat purchases, positive word-of-mouth referrals, and emotional connections to the brand. Brands should also consider the context in which loyalty and advocacy are expressed, such as whether the customer has received incentives or rewards for their loyalty. Monitoring customer feedback and sentiment through surveys and social media can help brands identify any external factors or incentives that may be influencing loyalty and advocacy. By closely monitoring customer behavior and feedback, brands can better understand the true drivers of loyalty and advocacy in Customer Experience Management.