Post by afifatabassum on Mar 10, 2024 12:52:12 GMT 2
In the eternal struggle between satisfied and dissatisfied customers, a "new" profile emerges: that of the passive customer. Understanding and knowing your passive customer gives you the chance to exploit new opportunities… why not take advantage of them? If we define a promoter as someone who offers to personally recommend or endorse a product or service, how many of your customers would you consider promoters? If we instead define a detractor as someone who is willing to go to great lengths to share a negative experience and dissuade others from using a product or service, how many customers would you consider your detractors? We adopt the customer perspective.
Almost always, the truth is that we are indifferent Brazil Phone Number or passive to the products or services we use . Basically we don't see anything wrong enough to let others know, but at the same time, we don't bother too much to support or endorse them either. This indifference is commonly linked to the concept of loyalty or a lack thereof. We have no problem switching to a different brand if the price or offering is even slightly better. Being passive, or passively “satisfied,” simply means we don't care. Satisfaction alone is not enough to build a consistent brand and survive in a competitive environment. We need to dig deeper. Let's take an example. Let's assume that Giacomo, the typical customer of an air transport company, is a loyal customer of airline they would allow you to cover the same route with a direct flight at reasonable times and at a lower price for a lower price.
Speaking with his friends and acquaintances, Giacomo often talks about his hours in flight and does not hesitate to recommend this company to anyone who is booking a trip. And he's not the only one. In fact, airline At the other extreme is Y, the airline most despised by Giacomo and other frequent travelers. According to Giacomo, the downsides of flying with this airline company are too numerous to list and, as a result, he has no qualms about advising other people to never set foot on any of their planes again. In addition to these two extremes, there are dozens of other airlines of which Giacomo does not have a precise opinion, they are neither good nor poor. They simply exist, but really when it comes to travel decisions they don't get too much attention from him. Choosing one company over another would only be a question of price, just one product within the list.
Almost always, the truth is that we are indifferent Brazil Phone Number or passive to the products or services we use . Basically we don't see anything wrong enough to let others know, but at the same time, we don't bother too much to support or endorse them either. This indifference is commonly linked to the concept of loyalty or a lack thereof. We have no problem switching to a different brand if the price or offering is even slightly better. Being passive, or passively “satisfied,” simply means we don't care. Satisfaction alone is not enough to build a consistent brand and survive in a competitive environment. We need to dig deeper. Let's take an example. Let's assume that Giacomo, the typical customer of an air transport company, is a loyal customer of airline they would allow you to cover the same route with a direct flight at reasonable times and at a lower price for a lower price.
Speaking with his friends and acquaintances, Giacomo often talks about his hours in flight and does not hesitate to recommend this company to anyone who is booking a trip. And he's not the only one. In fact, airline At the other extreme is Y, the airline most despised by Giacomo and other frequent travelers. According to Giacomo, the downsides of flying with this airline company are too numerous to list and, as a result, he has no qualms about advising other people to never set foot on any of their planes again. In addition to these two extremes, there are dozens of other airlines of which Giacomo does not have a precise opinion, they are neither good nor poor. They simply exist, but really when it comes to travel decisions they don't get too much attention from him. Choosing one company over another would only be a question of price, just one product within the list.
