The Ladder of Loyalty Jacqui Knight November 2009
description
Transcript of The Ladder of Loyalty Jacqui Knight November 2009
The Ladderof Loyalty
Jacqui KnightNovember 2009
Successful business-owners
are always moving their
customers up the ‘ladder of loyalty’.
The Ladder of Loyalty
2009 2(c) Jacqui Knight
Even after the most aggressive
marketing campaign, there are people out there who have never heard of your business and/or your
product.
The Ladder of Loyalty
unaware
2009 3(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
Someone who knows the product, but
doesn’t know what a business has to offer
is a suspect.
Tell them about what you have to offer, and if you’ve done a good
job they become…
2009 4(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
a prospect,and will try what you have to offer.
If they come back and are satisfied, they will become
a…
2009 5(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
customer. Now if excel, and continue to meet more than their
expectations they can be moved still
further up the ladder…
2009 6(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
they will start coming back
regularly.
We can move them further up the
ladder of loyalty when we can start
calling them our…
2009 7(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
clients.
A client is so much more powerful than a customer. And if we look after our clients, they can
become..
2009 8(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
an advocate.
Ever heard someone refer to ‘MY hairdresser’ or ‘MY lawyer’. That’s powerful
advertising,worth a million
dollars.
2009 9(c) Jacqui Knight
advocate
client
return user
customer
prospect
suspect
unaware
If you can anticipate their
needs and desires before they ask,
you can make them advocates… they
will begin to promote your
business.
2009 10(c) Jacqui Knight
2009 11(c) Jacqui Knight