Did you know that 77% of consumers are more likely to trust a brand recommended by friends or family? Or that companies which focus on promoters and customer advocacy experience 10-15% faster revenue growth than their competitors?
If you’re serious about growing your business, your Net Promoter Score (NPS) needs to be more than a metric—it should be your growth engine.
That’s exactly what we covered in our latest webinar, “How to Turn Detractors into Promoters: Practical CX Tactics.”
And now, you can watch the full recording on demand!
What Was the Webinar About?
Led by top CX experts, this session tackled one of the biggest challenges businesses face today: how to deal with detractors and convert them into loyal promoters who drive repeat business, higher spending, and positive word-of-mouth.
Meet the speakers who brought their CX knowledge and actionable insights to the virtual stage:
Gabriela Ciupitu, CCXP – Recently named #1 CX Influencer 2025 globally by CXM Stars™, Gabriela is a leading customer experience strategist and consultant. She specialises in NPS improvement, customer journey optimisation, and driving CX impact across industries, helping businesses turn insights into action.
Jan Gabauer – With 20+ years in CX consultancy, Jan is a Lead Senior XM Auditor & Consultant at Staffino. A certified COPC® Auditor, he has conducted 40+ audits across EMEA, helping businesses connect CX performance with financial results. His expertise lies in designing data-driven CX & EX programs that drive measurable improvements.
Tomas Rosputinsky – CEO & Co-Founder of Staffino, a visionary in customer and employee experience and a strong advocate for employee recognition. He also co-founded THIS IS LOCCO advertising agency. A speaker at numerous CX events, he is known for his expertise in optimising the return on customer experience.
3 Key Takeaways from the Webinar
1. Unhappy customers don’t just leave—they take your revenue with them
- Loyal customers return twice as often and spend significantly more.
- Converting detractors into promoters boosts repeat purchases, basket sizes, and brand advocacy.
2. NPS 0 is your early warning sign
- Fast follow-ups and proactive resolutions can turn a detractor into a neutral or even a promoter.
- Speed matters. The longer you wait, the higher the risk of churn—and lost revenue.
3. Don’t underestimate the power of unsolicited feedback
- Complaints, social media reviews, and even casual comments are gold mines of insight.
- How you respond in public can either boost or hurt your brand’s perception—and your NPS.
Watch the Webinar Recording
Get all the insights, real-life success stories, and practical tactics our speakers shared.
Ready to Turn Detractors into Promoters of Your Brand?
At Staffino, we help businesses leverage NPS to drive growth, customer loyalty, and higher ROI. Whether you’re just getting started or want to take your NPS strategy to the next level, we’re here to help.
Learn more about how to improve NPS, or book our free demo below!
P.S. Stay tuned! More webinars are coming soon to help you make your CX rock!
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