Use NPS categories to choose the next customer marketing action.
The teach Promoter does not always mean ready advocate. Passive does not always mean lost. Detractor does not always mean hopeless. The score gives a starting posture; the comment gives the move. Use the signal Ask clean promoters. Repair promoters with caveats. Educate passives with a named obstacle. Escalate detractors when the comment names a broken promise. > Close the loop before you ask for the spotlight.
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