If you’ve read, “The Anatomy of a Passive Customer” or my most recent post describing what’s a “good” Net Promoter Score, you’ll know that I don’t hide the fact that I’m a fanboy of Southwest Airlines.
I will go out of my way to endorse and recommend them to anyone that asks (or doesn’t ask), just like I’m doing right now.
In terms of customer loyalty, I am what’s considered a “Promoter” of Southwest. Someone that buys repeatedly and goes out of my way to encourage others to do the same.
But just as I’m an advocate for their brand, they also have their fair share of detractors and passive customers as well.
Companies live and die by the customers they keep.Companies live and die by the customers they keep. Click To Tweet
That’s why it’s incredibly important to not only identify your customer’s sentiment, but also to understand what impact their loyalty (or lack thereof) can have on your business.
The Infographic below will give you an inside look at Promoters, Passives and Detractors and what they can mean to the health of your company.