NPS to CLV Quick Reference
Recall how to translate NPS categories into CLV actions.
PACT What should an NPS follow-up create? Closed loop Promoter versus passive action Promoters can create growth. Passives often need value reinforcement before competitors define the choice. "They gave us a 10, so there is nothing to do." Your line A 10 is a chance to learn what value is working and whether they can introduce us to another team or tell the story publicly. Celebrating without follow-up wastes advocacy. It turns promoter sentiment into referral, reference, or expansion evidence. What is the CLV risk in ignoring detractors? You miss preventable churn causes and negative word-of-mouth before renewal. Detractor follow-up…
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