Thread by @luv1oh1

STAGE 5 is where the MAGIC of becoming a BRAND happens.

A short thread.. 🧵

The customer journey looks something like this:

Awareness
⬇️
Discovery
⬇️
Evaluation
⬇️
Intent
⬇️
Purchase
⬇️
Loyalty

The loyalty stage can be further divided into 5 STAGES to identify the best of your best customers.

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

The Customer Loyalty Ladder (ascending order) 👇

scholar.google.co.in/scholar?q=huba…

STAGE 1: Satisfaction

Customers stick to your company as long the expectations are met.

STAGE 2: Repeat Purchase

Customers return to your company for repeat purchase.

STAGE 3: Word of Mouth

Customers put their reputation on the line to tell others about your company.

STAGE 4: Evangelism

Customers persuade others to buy from your company.

STAGE 5: Ownership

Customers feel responsible for the success of your company.

(The FAN ARMY)

ACTION:

Categorise your existing customers into the aforementioned stages.

The focus should be to move more and more CUSTOMERS to STAGE 5.

🚀 STAGE 5 is where the MAGIC of becoming a BRAND happens 🚀

fin.

Reference: My notes from the book 👇

amzn.to/2SSxFkR

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