The Anatomy of a Customer [Infographic]

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.

The Anatomy of a Customer

 

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Chad Keck

As a product lead and executive for numerous successful ventures (Rackspace, HP Cloud, AppFog), Chad founded Promoter.io to help bring the actionable insights provided by Net Promoter to all businesses. He is a native Texan with a passion for helping other entrepreneurs.

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