From the course: Building Customer Loyalty
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Four stages of the customer loyalty loop
From the course: Building Customer Loyalty
Four stages of the customer loyalty loop
- Now I'm going to walk you through what I call the customer loyalty loop. If you know about the traditional customer life cycle, experts tell us that most customers follow a path like this. First, the awareness stage. Hey, I just heard about this great new brand. Next, the research stage. This looks good, but does something better exist? Then to purchase. Yes, I'll take the blue one please. Moving to the experience. I love it! Then to retention. It's nice to hear from you again, whet new products or features do you have? And finally, word of mouth. Hey, you really need to try this. There's nothing inherently wrong with a model like this except most organizations spend the bulk of their time, energy, and money on awareness. However, these days you see more brands wising up and spending more time on the experience. The customer loyalty loop is an updated version of this model applied to the entire customer experience and the individual customers within it. It's a way of reframing the…
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