What challenges did they face when using your services?
Posted: Thu Jan 23, 2025 5:09 am
Critics
These are customers who are unhappy with something about your product or service. Some companies view detractors as lost customers and don't try to re-engage them. But it's smarter to view detractors as potential promoters.
It has been proven that at least seven out of 10 dissatisfied customers will renew their business with you if the cause of their dissatisfaction is addressed. Therefore, the purpose of providing feedback to detractors is to demonstrate your interest in them and develop a trusting relationship. You can try to re-engage detractors by sending uk mobile phone numbers database them emails with relevant questions, such as:
What exactly caused their dissatisfaction?
What can you help them with to change their minds?
Sometimes a phone call is the appropriate way to do this. The effort will be rewarded when your critics become your most ardent supporters, seeing how willing you are to solve their problems.
How to do it:
Extend your free trial.
Provide access to additional features.
Provide free instructions on how to use the product by installing a download button on your website.
Offer assistance in solving the client's problems by involving third-party companies.
Those who did not respond to the survey
By focusing on promoters, neutrals, and detractors, it's easy to miss the audience of those who simply didn't respond to your survey. Is there a way to address the issue of feedback from this group?
If we take into account that, according to statistics, the average response rate of the NPS system is 60%, it becomes obvious that 40% of people will not respond to the survey. And this is more than the number of critics and neutrals. Therefore, we cannot ignore this category.
Read also!
"Marketer's KPI - Key Indicators and Accurate Calculation"
Read more
Keep in mind that while non-responders do not lower your NPS score, they can negatively impact your company's future growth and profits. In fact, it is easier to re-engage a critic than a non-responder. The only way to re-engage non-responders is to reach out to them directly.
How Companies Abuse Consumer Loyalty
Buyers are familiar with the situation when an organization that has just appeared on the market produces a quality product. Then, when customers have already been “won,” it begins to lower the quality of the product, hoping that people will not notice and will continue to buy their favorite product out of habit.
Self-confidently believing that customers are here to stay, such companies are changing their style of relationship with consumers: at first they were focused on satisfying their customers, now they are taking on a dominant role.
Because investments have to be made both in improving product quality and in loyalty strategies, some organizations find it inappropriate to spend huge amounts of money on product improvements. It turns out that despite the low quality of the product, the company retains loyal customers. This is what loyalty abuse looks like.
Let's look at several areas of business:
These are customers who are unhappy with something about your product or service. Some companies view detractors as lost customers and don't try to re-engage them. But it's smarter to view detractors as potential promoters.
It has been proven that at least seven out of 10 dissatisfied customers will renew their business with you if the cause of their dissatisfaction is addressed. Therefore, the purpose of providing feedback to detractors is to demonstrate your interest in them and develop a trusting relationship. You can try to re-engage detractors by sending uk mobile phone numbers database them emails with relevant questions, such as:
What exactly caused their dissatisfaction?
What can you help them with to change their minds?
Sometimes a phone call is the appropriate way to do this. The effort will be rewarded when your critics become your most ardent supporters, seeing how willing you are to solve their problems.
How to do it:
Extend your free trial.
Provide access to additional features.
Provide free instructions on how to use the product by installing a download button on your website.
Offer assistance in solving the client's problems by involving third-party companies.
Those who did not respond to the survey
By focusing on promoters, neutrals, and detractors, it's easy to miss the audience of those who simply didn't respond to your survey. Is there a way to address the issue of feedback from this group?
If we take into account that, according to statistics, the average response rate of the NPS system is 60%, it becomes obvious that 40% of people will not respond to the survey. And this is more than the number of critics and neutrals. Therefore, we cannot ignore this category.
Read also!
"Marketer's KPI - Key Indicators and Accurate Calculation"
Read more
Keep in mind that while non-responders do not lower your NPS score, they can negatively impact your company's future growth and profits. In fact, it is easier to re-engage a critic than a non-responder. The only way to re-engage non-responders is to reach out to them directly.
How Companies Abuse Consumer Loyalty
Buyers are familiar with the situation when an organization that has just appeared on the market produces a quality product. Then, when customers have already been “won,” it begins to lower the quality of the product, hoping that people will not notice and will continue to buy their favorite product out of habit.
Self-confidently believing that customers are here to stay, such companies are changing their style of relationship with consumers: at first they were focused on satisfying their customers, now they are taking on a dominant role.
Because investments have to be made both in improving product quality and in loyalty strategies, some organizations find it inappropriate to spend huge amounts of money on product improvements. It turns out that despite the low quality of the product, the company retains loyal customers. This is what loyalty abuse looks like.
Let's look at several areas of business: