Place a free product operating manual on your website (and be sure to add a “Download” button).
Extend the free trial version< , give access to advanced functionality.
Redirect the consumer to other companies that can help them (and it doesn’t matter that they work in completely different industries).
Actively working on solving customer problems is a way to turn yesterday's enemies into friends, embittered critics into passionate supporters of the brand. People will be very pleased that their comments were listened to, and will start bragging about it in their circle.
How to reach neutrals
Neutral customers are a sri lanka email list very interesting segment: on the one hand, they do not show hatred towards the company and its products, on the other hand, they are not its fans at all. It seems that they are simply observing what is happening and waiting for an event to happen that will determine their choice.
Neutrals are the least responsive to feedback, which becomes a real problem for a company when it comes to calculating the NPS index. According to statistics, only 37% of neutrals leave reviews and comments (for comparison: among promoters and critics, this figure is 50%).
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Neutrals do not look like those who are clearly harmful to the business. But since they are no less numerous than promoters and critics, they are a real force. And while critics are desperate and active, neutrals simply pass by the brand and calmly look for better options for themselves. Their number will increase if they are not influenced in any way, and their presence near the brand does not change the NPS indicator for the better.
You can also work with neutrals and collect feedback from them:
<Give them discounts, improve service . This category of consumers can be attracted again by providing more favorable conditions and comfort.
Send out emails about new items in the product catalog, updates . Even if the neutral's first impression of the brand was not the most pleasant and he does not want to visit the site and study the new features of the product, you can gently force him to do so if you persistently and regularly send emails.
How to thank promoters
Promoters are the most profitable category of customers. Many companies are mistakenly convinced that any brand has fans that appear by themselves, and companies do not make enough efforts to thank these people, to establish contact with them. The company is satisfied that there are promoters, but it is not interested in what attracted them. But this information is the key to increasing the NPS index and strengthening competitiveness.
Being thoughtful and appreciative of your brand's supporters can help you increase profits and build strong relationships with this audience segment.
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How can you give promoters positive feedback? It's very simple:
Thank them: write personalized emails, give branded badges for social media posts, provide free products. Your job as a marketer and PR specialist is to make people feel appreciated and valued.
Introduce them to your other projects . After all, it is promoters who spread information about your products and services by word of mouth — so let them recommend and evaluate your other products. You can attract them with good discounts.