Why your previous & existing customers are NOT promoting your brand ?
When previous & existing are customers are not promoting , their own loyalty is also at risk.
Its is a very serious issue.
- may be they are not satisfied (not meeting basic need)
- may be they are not happy (not exceeding expectations)
- may be they think there is something better available
- may be experience was not engaging
- may be experience was not memorable
- may be it was not emotionally touching
- may be they considered price was more than value it delivered
- may be your promise was more than what you delivered
Reasons could be any and many. Company can not afford to ignore these reasons. It is not that it saves your marketing cost but it is for the very purpose to know whether your enterprise is doing the right things in a right way.
Before you get financial results at the end of the year , knowing what your customers are doing for you in the market is an indicator of financial results one can expect.
Like political parties would like to know mood of the nation before election & take last minute corrective measures, entrepreneurs also must know & act on mood of the customers. When the mood is like the points stated above challenge for entrepreneurs is bigger.
Make it a mission that every customer MUST recommend your offerings by becoming brand advocate. There are few companies that enjoys this kind of reputation.