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The Ladder of Loyalty Jacqui Knight November 2009

The Ladder of Loyalty Jacqui Knight November 2009

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The Ladder of Loyalty Jacqui Knight November 2009. The Ladder of Loyalty. Successful business-owners are always moving their customers up the ‘ladder of loyalty’. The Ladder of Loyalty. unaware. - PowerPoint PPT Presentation

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Page 1: The Ladder of Loyalty Jacqui Knight November 2009

The Ladderof Loyalty

Jacqui KnightNovember 2009

Page 2: The Ladder of Loyalty Jacqui Knight November 2009

Successful business-owners

are always moving their

customers up the ‘ladder of loyalty’.

The Ladder of Loyalty

2009 2(c) Jacqui Knight

Page 3: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 4: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 5: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 6: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 7: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 8: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 9: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 10: The Ladder of Loyalty Jacqui Knight November 2009

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

Page 11: The Ladder of Loyalty Jacqui Knight November 2009

2009 11(c) Jacqui Knight