The Anatomy of a Customer

If you’ve read any of my previous stories, you’ll know that I don’t hide the fact that I’m a fanboy of Southwest Airlines. I will go out of my way to endorse and recommend them to anyone that asks (or doesn’t ask), just like I’m doing right now.

In terms of customer loyalty, I am what’s considered a “Promoter” of Southwest. Someone that buys repeatedly and encourages others to do the same. But just as I’m an advocate for their brand, they also have their fair share of detractors and passive customers as well.

Companies live and die by the customers they keep.

That’s why it’s incredibly important to not only identify your customer’s sentiment, but also to understand what impact their loyalty (or lack thereof) can have on your business.

The infographic below will give you an inside look at Promoters, Passives, and Detractors and what they can mean to the health of your company.

[This post by Dana Severson first appeared on LinkedIn and has been reproduced with permission.]

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