Shot #19: Customer Loyalty Ladder

Hi there,

You must have heard of customer loyalty being talked about by every company. It has become even more important in the online world.

Earlier, the customer journey looked something like this

Awareness > Discovery > Evaluation > Intent > Purchase > Loyalty

But now, the loyalty stage can be further segmented to identify the best of your best customers.

(Thanks to Huba nd McConnell for the loyalty ladder framework)

Customer Loyalty Ladder (ascending order)

Stage 1: Satisfaction- Sticks to your co. as long the expectations are met

Stage 2: Repeat Purchase- Returns to your co. for repeat purchase

Stage 3: Word of Mouth- Puts his reputation on the line to tell others about you

Stage 4: Evangelism- Persuades others to buy from you

Stage 5: Ownership- Feels responsible for the success of your co. (The FAN ARMY)

You should categorise your loyal customers into aforementioned stages. Your key focus should be to move more and more people to stage 5.

That is where the magic of becoming a brand happens.

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Thanks,

LuvCo-founder ExperienceSaga.com(About Me)

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