Post by account_disabled on Nov 25, 2023 10:40:27 GMT
If you want to evaluate and make the most of your passive customers, there are a few things you should know: Your passive customers are likely to abandon you within the next (6) months. Just like detractors, passives are very open to alternatives. While not as timely as detractors, on average 20-30% of your passive customers will abandon your brand within 180 days or more, depending on your business model. If you want to be a leader in your industry, it is critical that you respond to and address the needs of your passive customers as quickly as possible and understand.
What it takes to earn their approval and advocacy. Passive customers are not loyal to your brand. As we've said before, passive customers are the quickest to switch brands as soon as they see something better on the horizon. Interestingly enough, many detractors are passionate about a brand (perhaps in a negative way, but that may change), while Web Development Services passive customers simply don't care. They don't usually talk about their negative experiences with their network or online, but they don't tend to praise you or recommend you to others. To earn their loyalty it is necessary to activate quality conversations, open to the exchange of ideas, in which affirming.
That you are more than the product or service they have purchased, you are an experience that is difficult to match. Passive Customers Are Price Sensitive Passive customers generally view competitive products as similar, seeing little or no discernible difference in features or benefits. Only one variable remains to decide: the price. Unless you have built your business model to be the cost leader, passive customers will force your company to become the (increasingly) low margin leader. Engage with your passive customers, try to find out if they are really only interested in the price or if there is more... you will almost always find that this is not the case.
What it takes to earn their approval and advocacy. Passive customers are not loyal to your brand. As we've said before, passive customers are the quickest to switch brands as soon as they see something better on the horizon. Interestingly enough, many detractors are passionate about a brand (perhaps in a negative way, but that may change), while Web Development Services passive customers simply don't care. They don't usually talk about their negative experiences with their network or online, but they don't tend to praise you or recommend you to others. To earn their loyalty it is necessary to activate quality conversations, open to the exchange of ideas, in which affirming.
That you are more than the product or service they have purchased, you are an experience that is difficult to match. Passive Customers Are Price Sensitive Passive customers generally view competitive products as similar, seeing little or no discernible difference in features or benefits. Only one variable remains to decide: the price. Unless you have built your business model to be the cost leader, passive customers will force your company to become the (increasingly) low margin leader. Engage with your passive customers, try to find out if they are really only interested in the price or if there is more... you will almost always find that this is not the case.