Making Detractors into Promoters

  • Detractors (0–6): Those within this category scored between 0 and 6 and they are more than likely to be disloyal to the business.
  • Passives (7–8): Here, the customers scored either 7 or 8 and they comprise of customers that are neither loyal nor disloyal.
  • Promoters (9–10): Customers here are scored between 9 and 10 and they are the loyal ones. Those here are pleased with the business and they have the tendency to refer the business’ service to others.
  • Create adequate room for customers to give complaints if need be.
  • Acknowledge whatever concern they put forth without being defensive about it.
  • Strategies to know what your customers want. This can range from an option for free delivery of service to a reduction in price, speedy service, among others.
  • Strategize on how to provide solutions to your detractors.
  • When issues arise, attend to them fast enough so customers would not churn out.
  • When it comes to customer service, do not be minimal about getting the best hands-on deck as this would be the first point of contact with customers and any wrong response can lead to an irreversible outcome.
  • Finally, in all of the challenges that you might encounter while dealing with customers, always be keen on your lessons, as they are your biggest source of learning.




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Tosin Tomiwa

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