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Amol Ghemud Published: September 18, 2023
Summary
Dive deep into the concept of NPS, a metric that gauges customer loyalty and predicts business growth by measuring the likelihood of customers recommending a company. It breaks down how to calculate NPS, interpret scores, and use the insights for strategic improvements in customer service and product offerings.
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Customers’ tendency to suggest a business, goods, or services to others is measured by the Net Promoter Score (NPS), a customer loyalty indicator. It’s an easy-to-use statistic that is well-known and provides valuable information on customer satisfaction and potential areas for growth.
How does Net Promoter Score (NPS) work?
Customer happiness and loyalty are measured using the NPS metric. It centers on the following query: “How likely would one recommend the company/product/service to a friend or a colleague on a scale of 0 to 10?” Three consumer groups are created based on their responses: Promoters (9–10), Passives (7-8), and Detractors (0–6).
How is NPS calculated?
Net Promoter Score (NPS) can be calculated using a straightforward formula based on responses to a specific question. Here’s how NPS is calculated:
Net Promoter Score Calculation:
NPS Question (Net Promoter Score Question):
Begin by asking your customers:
“On the scale of 0 to 10, how likely is one to recommend the company/product/service to a friend or colleague?”
Categorize Respondents:
Based on their responses to the NPS question, categorize respondents into three groups:
Promoters (Score 9-10): These enthusiastic and loyal customers are highly likely to recommend your brand.
Passives (Score 7-8): These customers are satisfied but less enthusiastic than Promoters. They are less likely to promote your brand actively.
Detractors (Score 0-6): Detractors are dissatisfied customers who may even spread negative feedback about your brand.
Determine the percentage of respondents in each category by dividing the number of respondents in that category by the total number of respondents. For example:
Percentage of Promoters = (Number of Promoters / Total Number of Respondents) * 100
Percentage of Passives = (Number of Passives / Total Number of Respondents) * 100
Percentage of Detractors = (Number of Detractors / Total Number of Respondents) * 100
Net Promoter Score Formula:
Calculate the Net Promoter Score:
NPS = Percentage of Promoters – Percentage of Detractors
Interpreting the Net Promoter Score (Net Promoter Score Meaning):
The resulting NPS score can range from -100 to +100. Here’s how to interpret NPS scores:
NPS above 0: Indicates that you have more Promoters than Detractors, suggesting a positive customer sentiment.
NPS of +50 or higher: Signifies an excellent NPS, indicating solid customer loyalty and likelihood to recommend.
NPS between +30 and +49: Represents a good NPS, with a positive customer sentiment but some room for improvement.
NPS between 0 and +29: Suggests a moderate NPS, indicating that you have more satisfied customers and some Detractors.
NPS below 0: Indicates a negative NPS, with more Detractors than Promoters, highlighting areas for improvement and potential issues with customer satisfaction.
What’s a good NPS?
A good Net Promoter Score (NPS) typically falls within the range of +30 to +49, but what constitutes a “good” NPS can vary by industry and company. Here’s an explanation of what constitutes a good NPS score, considering the specified keywords:เว็บสล็อตเว็บตรง
What is a Good NPS (Net Promoter Score)?
A good NPS indicates a positive level of customer loyalty and satisfaction. While the specific threshold for what’s considered “good” can vary, generally:
NPS above 0: Indicates that you have more Promoters than Detractors, suggesting a net positive sentiment among customers.
NPS between +30 and +49: This is often seen as a good NPS. It represents a positive customer sentiment and indicates that a significant portion of your customers are likely to recommend your brand.
NPS of +50 or higher: This is considered excellent. It signifies a very high level of customer loyalty and the likelihood that customers will actively promote your brand to others.
NPS between 0 and +29: Represents a moderate NPS. While there’s a positive sentiment among customers, there may still be room for improvement and addressing Detractors’ concerns.
NPS below 0: Indicates a negative NPS, with more Detractors than Promoters, suggesting that there are issues with customer satisfaction that need to be addressed urgently.
It’s important to note that what constitutes a “good” NPS can depend on various factors, including the industry, competitive landscape, and customer expectations. Therefore, it’s valuable to benchmark your NPS against industry standards and track changes over time to assess the efficacy of your efforts to improve customer loyalty and satisfaction.
A good NPS typically falls in the range of +30 to +49, but the interpretation of NPS can vary based on the specific circumstances of your business and industry. Using NPS for ongoing customer feedback and improvement is crucial rather than solely relying on a single score.
How is NPS used?
Customer Feedback and Measurement
NPS collects customer feedback regarding their likelihood of recommending a company, product, or service. It provides a quantitative measure of customer sentiment and loyalty.
NPS categorizes customers into Promoters, Passives, and Detractors based on their responses to the NPS question. This segmentation helps businesses identify their most loyal customers (Promoters) and those needing attention (Detractors).
Benchmarking and industry comparison
Companies use NPS to benchmark their performance against industry standards and competitors. It helps them understand how they stack up regarding customer loyalty and satisfaction.
Customer Retention and Loyalty Strategies
NPS feedback guides the development of strategies to improve customer retention and loyalty. Companies can address Detractors’ concerns and reinforce relationships with Promoters.
Product and Service Improvements
NPS data highlights areas for improvement in products or services based on customer feedback. It directs companies toward making changes that positively impact customer satisfaction.
Companies may use NPS insights to make operational changes, streamline processes, and enhance customer experience.
Marketing and Branding
Promoters can become brand advocates, and their positive word-of-mouth recommendations can be leveraged in marketing campaigns to attract new customers.
Customer Service Excellence
NPS helps evaluate the effectiveness of customer service efforts. Companies can reward outstanding customer service and address areas where improvements are needed.
Feedback Loops and Continuous Improvement
NPS fosters a culture of continuous improvement by establishing feedback loops. Companies collect NPS data regularly and use it to refine their strategies.
Predictive Indicator
NPS trends can serve as predictive indicators of future business growth or decline. Improvements in NPS scores often correlate with increased revenue.
NPS is a versatile metric businesses use to collect customer feedback, assess customer loyalty, drive improvements, and guide strategic decision-making.
And what’s the future of NPS?
The future of Net Promoter Score (NPS) will evolve and adapt as businesses seek more comprehensive ways to measure and improve customer loyalty and satisfaction. Here are some potential trends and directions for the future of NPS, considering the specified keywords:
The future of NPS:
Integration with Advanced Analytics:
NPS data may increasingly be integrated with advanced analytics tools, allowing businesses to gain deeper insights into the factors influencing customer loyalty and to predict customer behavior more accurately.
AI and Machine Learning:
AI and machine learning algorithms could analyze NPS data more effectively, identifying patterns and trends that might not be apparent through manual analysis.
Multichannel NPS:
As customer interactions occur across various channels (online, offline, social media, etc.), NPS measurement may become more integrated and comprehensive, allowing businesses to gather feedback from multiple touchpoints.
Real-time NPS Feedback:
Real-time NPS feedback tools could become more prevalent, enabling companies to immediately address customer concerns and issues, enhancing the overall customer experience.ราคาบอลพรุ่งนี้
Beyond numeric scores, NPS might increasingly focus on gathering qualitative insights through open-ended questions, providing a richer understanding of customer sentiment.ดูหนังออนไลน์
Customized NPS Surveys:
Companies may tailor NPS surveys to specific customer segments or products, allowing for more targeted feedback and insights.
Integration with CX Platforms:
NPS could be integrated with broader Customer Experience (CX) platforms to provide a holistic view of the customer journey and better understand the factors influencing loyalty.
Ethical Use of Data:
As data privacy problems persist, businesses may need to focus on the ethical and transparent use of NPS data, ensuring customer trust and compliance with regulations.
Predictive Analytics for Churn Prevention:
NPS data might be used in predictive analytics standards to identify customers at risk of churn and proactively take action to retain them.
Global and Cultural Adaptation:
Businesses operating in diverse regions may need to adapt NPS surveys and strategies to consider cultural differences and preferences.
Measurement Beyond Loyalty:
NPS may be used not only as a loyalty metric but also as a gauge of innovation potential and the likelihood of customers adopting new products or features.
FAQs
1. What is Net Promoter Score (NPS) and why is it important for businesses?
NPS is a customer loyalty metric that revolves around one question: “On the scale of 0 to 10, how likely are you to advise our company/product/service to a friend or colleague?” Customers respond by choosing a number on the scale, representing their likelihood to recommend.
2. Why is NPS Important for Businesses?
NPS holds several critical advantages for businesses:
Customer-Centric Approach: NPS focuses squarely on the customer’s perspective, helping businesses align their strategies with customer needs and preferences.
Loyalty Measurement: It precisely measures customer loyalty, which is a vital factor in long-term business success.
Benchmarking: Companies can benchmark their NPS against industry standards and competitors to understand their market position.
Actionable Insights: NPS feedback offers actionable insights into areas for improvement, allowing businesses to make data-driven decisions.
Retention and Growth: Businesses can enhance customer retention and drive organic growth through positive word-of-mouth by addressing Detractors’ concerns and nurturing Promoters.
Operational Improvements: NPS guides functional changes and process enhancements to provide a better customer experience.
Marketing and Branding: Promoters can become brand advocates, contributing to marketing efforts and increasing brand credibility.
Predictive Value: NPS trends can predict future business performance, helping companies anticipate growth or decline.
Customer Service Excellence: NPS data evaluates the effectiveness of customer service efforts, allowing companies to recognize and reward outstanding service.
Feedback Loops: It fosters a culture of continuous improvement by establishing feedback loops for ongoing customer insights.
3. How is Net Promoter Score calculated, and what does it reveal about customer satisfaction?
Net Promoter Score Formula:
Calculate the Net Promoter Score by:
NPS = Percentage of Promoters – Percentage of Detractors
4. What Net Promoter Score Reveals about Customer Satisfaction?
NPS provides valuable insights into customer satisfaction and loyalty:
Loyalty Indicator: NPS measures the likelihood of customers recommending your company, product, or service to others. Higher NPS scores indicate stronger loyalty and satisfaction.
Segmentation: Categorizing customers into Promoters, Passives, and Detractors helps identify those who are highly satisfied (Promoters) and those who may require attention (Detractors).
Overall Sentiment: NPS is a general sentiment indicator, reflecting the balance between positive and negative customer experiences.
Benchmarking: It allows businesses to compare their NPS against industry benchmarks and competitors, gaining insights into their competitive position.
Actionable Insights: NPS feedback provides actionable insights for improving the customer experience, addressing issues raised by detectors, and reinforcing positive aspects highlighted by Promoters.
Predictive Value: NPS trends can serve as predictive indicators of future customer behavior and business growth.
5. What are the possible advantages of using Net Promoter Score (NPS) as a (KPI) key performance indicator?
Using NPS as a key performance indicator (KPI) offers several benefits for businesses. It provides a straightforward and actionable way to measure customer loyalty and satisfaction. Here are the key benefits of using NPS as a KPI, considering the specified keywords:
Benefits of Using the Net Promoter Score as a KPI:
Simplicity and Clarity
Customer-Centric Focus
Loyalty Measurement
Actionable Insights
Benchmarking and Competitor Analysis
Predictive Value
Operational Improvements
Customer Service Excellence
Marketing and Branding
Continuous Improvement
Customer Retention and Growth
6. How can businesses effectively implement Net Promoter Score surveys to gather meaningful feedback?
To effectively implement Net Promoter Score (NPS) surveys and gather meaningful feedback, businesses should follow a structured approach that maximizes the response rate and provides valuable insights. Here are the steps for effective implementation:ufa191
7. Can the Net Promoter Score be used in different industries and company sizes?
Yes, the Net Promoter Score (NPS) can be used effectively in different industries and for companies of varying sizes. NPS is a versatile metric that provides valuable insights into customer loyalty and satisfaction, making it applicable across industries and businesses of all sizes. Here’s how NPS can be used in various contexts:
The Net Promoter Score question uncovers deeper emotional loyalty rather than just transactional satisfaction, making it a powerful predictor of repeat business and organic growth. It gauges a customer's willingness to put their own reputation on the line for your brand, which is a far stronger indicator of true loyalty than a simple happiness rating.
Your strategy should focus on understanding the psychology behind each score category to unlock its predictive power. For instance, a firm like Stellar Services Inc. doesn't just look at its overall score of +50; it analyzes the behavioral drivers for each group:
Promoters (Score 9-10): These customers are your growth engine. They feel a strong connection to your brand and are not just satisfied but enthusiastic. Your goal is to activate this group for testimonials, referrals, and positive reviews.
Passives (Score 7-8): This group represents indifference. They are satisfied enough to stay but are highly susceptible to competitive offers. The key is to proactively engage them with value-added content or offers to solidify their loyalty.
Detractors (Score 0-6): These are at-risk customers who can actively harm your brand through negative word-of-mouth. You must implement a rapid-response, closed-loop feedback system to resolve their issues.
By treating NPS as a system for understanding customer sentiment, you can build a robust model for predicting retention and growth. To refine this model, you need to connect these scores to actual customer behaviors, a process detailed in the full guide.
Segmenting your client base into Promoters, Passives, and Detractors provides a clear, actionable framework for managing complex B2B relationships. This segmentation moves beyond a single average score, allowing you to allocate resources precisely where they will have the most impact on retention and account expansion. Each group provides a different type of valuable feedback for strategic planning.
A score of +30 might seem acceptable, but the underlying distribution is what matters. To drive strategic improvements, you must tailor your approach to each segment. For example:
Detractors offer a roadmap for urgent fixes. Their feedback is not just a complaint; it is a direct insight into your most critical service gaps or product failures that could be costing you revenue.
Passives highlight areas where your service is adequate but not exceptional. Their feedback can reveal opportunities for innovation that would differentiate your offerings from competitors and prevent churn.
Promoters are your source for understanding what you do best. Analyzing their journey helps you codify your strengths and replicate that success across your entire client portfolio, strengthening your value proposition.
Failing to differentiate your engagement strategies for these groups means missing vital opportunities. Exploring the specific follow-up questions for each category can transform this data into a powerful tool.
While CSAT measures short-term happiness with a specific interaction, NPS gauges long-term loyalty and a customer's propensity to advocate for your brand. For a subscription business, where retention is paramount, NPS provides a much clearer view of future revenue stability and organic growth potential. A high CSAT score on a support ticket doesn't guarantee a customer will renew, but a Promoter-level NPS score is a strong indicator they will.
The key is to weigh the insights from each metric according to your strategic goals. A score of +49 suggests a healthy base of loyal customers, which is a more valuable forward-looking indicator than an isolated 90% CSAT score. Consider the factors:
NPS (Relational): It asks customers to predict future behavior (recommending), which reflects their overall relationship with your brand. This is ideal for strategic decisions about your core value proposition and brand positioning.
CSAT (Transactional): It measures satisfaction at a single touchpoint, like a delivery or a customer service call. Use this to optimize specific operational processes and train frontline staff.
For a subscription company like BoxChampion, relying only on CSAT can create a false sense of security. A customer might be happy with a single box but feel the overall value is declining. NPS captures that broader sentiment. Learning how to integrate both metrics provides a more complete picture of the customer experience.
The NPS calculation provides a powerful, high-level benchmark, but its true value is unlocked when paired with qualitative feedback that explains the reason for the score. Relying solely on the number reduces NPS to a vanity metric. The simplicity of the score is for executive tracking; the 'why' is for operational action and strategic improvement.
Your program should be designed as a two-part system. The quantitative score is the signal, and the qualitative follow-up is the diagnosis. For example, if a company like Stellar Services Inc. sees its NPS dip from a good score of +40 to a moderate +25, the number itself doesn't explain the cause. To create an effective system, you should:
Automate an open-ended follow-up question immediately after the score is given, such as, "What is the primary reason for your score?"
Categorize and tag qualitative feedback to identify trends related to product features, customer support, pricing, or onboarding.
Link NPS data directly to operational teams so they can act on the feedback from Detractors and learn from the praise of Promoters.
Think of the NPS score as the headline and the qualitative comments as the story. The complete article offers a deeper look into structuring these follow-up mechanisms for maximum impact.
Companies with elite NPS scores excel at creating memorable, high-value experiences that go beyond mere satisfaction. They understand that turning a Passive into a Promoter requires proactive, personalized engagement rather than just passively competent service. These firms build systems to identify and exceed the expectations of their satisfied-but-unenthusiastic customer base.
Achieving an excellent score like +50 or higher is not accidental; it is the result of deliberate strategies. Based on top performers, three common tactics stand out:
Personalized Outreach: Instead of generic marketing, they use data to offer relevant advice, early access to features, or tailored solutions. This makes customers feel seen and valued, not just as a number.
Closing the Loop on Feedback: They not only solicit feedback from Passives but also report back on the changes made as a result. This demonstrates that the company listens and acts, building trust.
Creating Community and Exclusivity: Leading companies like Acme Corp build forums, user groups, or exclusive events for customers. This fosters a sense of belonging and transforms the relationship from transactional to communal.
These strategies shift the focus from preventing dissatisfaction to actively creating delight. The full article explores how to operationalize these concepts within your own customer success workflows.
A negative NPS is not a failure but a critical diagnostic tool, pointing directly to your most significant points of customer friction. A SaaS company that received a score of -15 successfully turned its performance around by treating Detractor feedback as an urgent, actionable roadmap for improvement, rather than just a collection of complaints.
Here’s how they did it. The company, let's call it Innovate SaaS, discovered through follow-up questions that the majority of Detractors (scoring 0-6) cited a confusing and clunky user onboarding process as their primary frustration. They implemented a focused, three-step plan:
Root Cause Analysis: They immediately formed a cross-functional team of product managers, UX designers, and support specialists to analyze every piece of Detractor feedback related to onboarding.
Targeted Product Redesign: Armed with this data, they redesigned the first-time user experience, adding an interactive tutorial, in-app guidance, and simplifying the initial setup flow.
Proactive Communication: They personally reached out to the Detractors who provided feedback, informed them of the specific changes made based on their input, and offered a guided walkthrough of the new system.
This closed-loop process not only fixed the core issue but also demonstrated a commitment to listening, turning some former Detractors into advocates. The full report details how to structure a similar feedback-to-action plan.
Implementing your first NPS program should focus on simplicity, consistency, and a commitment to action. The goal is not just to collect data but to establish a direct channel for understanding customer sentiment and making tangible improvements. A well-executed program can quickly highlight your strengths and reveal urgent operational weaknesses.
To get started, follow this straightforward plan. It ensures you gather clean data and can immediately use it to improve your service. For a business starting out, aiming for an initial score between 0 and +29 is a realistic benchmark. Here are the steps:
Step 1: Choose Your Survey Tool and Timing. Use a simple tool (like email survey software or even a simple web form) and decide when to send the survey, such as 24 hours after a service is completed, to ensure the experience is fresh.
Step 2: Ask the Standard Question. Use the exact phrasing: "On a scale of 0 to 10, how likely is one to recommend our company/service to a friend or colleague?" Add one open-ended follow-up: "What is the main reason for your score?"
Step 3: Calculate and Segment Your Score. Use the formula (Percentage of Promoters - Percentage of Detractors) to find your NPS. Then, group all responses and comments by Promoters, Passives, and Detractors.
Step 4: Triage and Act.Immediately follow up with all Detractors to resolve their issues. Analyze Promoter feedback to identify what you are doing right and reinforce it in training.
Starting small and being consistent is key. Discover more advanced techniques for analyzing open-ended feedback in the complete guide.
Calculating your NPS is just the beginning; the real value comes from operationalizing the feedback through a robust closed-loop system. This process ensures that no customer comment is lost and that your organization learns from every piece of feedback, driving continuous improvement. It transforms NPS from a historical report card into a real-time tool for customer retention.
Establishing this system requires clear ownership and simple workflows. The objective is to respond to, analyze, and act on feedback systematically. Here is a four-step process used by customer-centric organizations like Stellar Services Inc.:
Step 1: Triage and Assign Ownership. As soon as a Detractor (score 0-6) or Passive (score 7-8) response arrives, automatically route it to a designated owner, such as a customer success manager or support lead, for immediate follow-up.
Step 2: Engage the Customer. The owner should contact the customer within 24 hours to understand the root cause of their issue. This immediate, personal response often mitigates negative sentiment on its own.
Step 3: Identify Root Causes and Escalate. The owner categorizes the issue (e.g., product bug, billing error, poor communication) and, if necessary, escalates it to the relevant department (e.g., engineering, finance, marketing) for a systemic fix.
Step 4: Close the Loop with the Customer. Once a solution is implemented, the owner informs the customer about the specific actions taken based on their feedback. This demonstrates that their voice matters and helps rebuild trust.
This structured approach turns negative experiences into opportunities for improvement. The full guide provides templates for setting up these workflows.
What is considered a 'good' NPS is not static; it is highly dependent on industry benchmarks, competitive landscapes, and evolving customer expectations. A score of +30 might be strong in a highly competitive industry like telecommunications, but only average in a high-touch industry like hospitality. As digital experiences become more personalized, the bar for customer delight will only get higher.
Companies must shift from chasing a universal 'good' score to striving for leadership within their specific competitive context. The future of NPS interpretation will require a more nuanced approach:
Focus on Relative Performance: Your primary goal should be to outperform your direct competitors' NPS. A score that is 10 points above the industry average is a much stronger signal of health than simply hitting an arbitrary number.
Monitor Trend Lines, Not Just Snapshots: The trajectory of your NPS over time is more important than a single score. A consistent upward trend, even from a low starting point, indicates your customer-centric initiatives are working.
Segment Scores by Customer Journey: Future-focused companies will analyze NPS at different stages of the customer lifecycle. A low score during onboarding reveals different problems than a low score a year after purchase.
Preparing for the future means treating NPS as a dynamic compass for strategic adaptation, not a fixed destination. Understanding how these benchmarks are likely to change will give you a significant competitive advantage.
In today's hyper-connected digital ecosystem, a single Detractor has an outsized ability to influence public perception and damage a brand's reputation. A negative experience is no longer confined to a private conversation; it can be broadcast to thousands or millions via reviews, social media posts, and forums. This has dramatically raised the stakes for effectively managing customer dissatisfaction.
The strategic implication is that speed and transparency in responding to negative feedback are no longer optional but essential for brand survival. A Detractor is not just a lost customer; they are a potential creator of negative marketing content. To mitigate this risk, companies like Acme Corp must adjust their strategy:
Shift from Reactive to Proactive Monitoring:You must actively monitor social media and review sites for brand mentions to catch negative sentiment before it escalates, not just wait for survey responses.
Public and Private Resolution: Address negative public comments with a brief, empathetic public acknowledgment, then move the detailed problem-solving to a private channel like direct message or phone call. This shows you are responsive without airing all the details.
Empower Frontline Teams: Your support staff needs the authority and training to resolve issues on the first contact. A slow, bureaucratic response to a Detractor scoring a 2 on their NPS survey almost guarantees the issue will go public.
Ignoring a Detractor is now a significant brand risk. The full article provides a crisis-response framework for managing this amplified threat.
The most common mistake is treating NPS as a key performance indicator for teams to chase, rather than as a diagnostic tool for understanding the customer experience. When the score itself becomes the target, teams often resort to gaming the system or focusing only on short-term fixes that nudge the number, while ignoring the systemic issues that create Detractors in the first place.
This turns NPS into a vanity metric, disconnected from real improvements. For example, pressuring customers for a high score or only surveying happy customers can inflate your number from a moderate +25 to a good +40 without any actual change in service quality. To avoid this trap, you must instill a culture focused on the 'why' behind the score:
Do Not Tie Compensation Directly to the Score: Instead of rewarding a high score, reward teams for specific actions taken on feedback, such as the number of Detractor issues resolved or product improvements shipped based on customer comments.
Prioritize Qualitative Feedback Analysis: Make the open-ended comments the centerpiece of your NPS meetings. Discuss customer stories and specific pain points, not just the movement of the score.
Focus on Trends Over Targets: Emphasize the importance of a positive trend over time rather than hitting a specific number by the end of a quarter. This encourages sustainable, long-term improvements over quick fixes.
Your goal is to improve loyalty, not just the score. Explore our deep dive into building a customer-centric culture around feedback to learn more.
The primary cause of customer passivity is an adequate but unremarkable and impersonal customer experience. These customers' needs are met, but their expectations are never exceeded. They have no major complaints but also no compelling reason to be loyal, making them highly vulnerable to competitors who offer a slightly better price or a more engaging experience.
To convert these Passives, you must move beyond functional satisfaction and create an emotional connection. This requires targeted strategies that demonstrate you understand and value their business. While a good NPS like +35 is nice, a high percentage of Passives is a sign of future instability. Try these engagement tactics:
Surprise and Delight: Offer an unexpected upgrade, a small gift, or exclusive access to new content. These gestures break the pattern of a purely transactional relationship and create a memorable, positive experience.
Solicit Their Opinion: Actively ask Passives for their ideas on product improvements or new services. Involving them in your evolution makes them feel like valued partners rather than just customers.
Proactive Value-Added Communication: Instead of only contacting them to sell, send them useful tips, industry insights, or best practices related to your product. This positions you as a helpful expert and builds goodwill, turning indifference into appreciation.
Passives represent your greatest opportunity for growth if you are willing to invest in building a stronger relationship. The full article provides more detailed examples of campaigns designed to engage this critical segment.
Amol has helped catalyse business growth with his strategic & data-driven methodologies. With a decade of experience in the field of marketing, he has donned multiple hats, from channel optimization, data analytics and creative brand positioning to growth engineering and sales.
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