In this episode of the Max Your Business Podcast, hosts Ben Fewtrell and David Carlin dive into the concept of the 'Ladder of Loyalty,' explaining how business owners can transform customers from mere prospects to raving fans.
They discuss the seven rungs of the ladder—suspect, prospect, shopper, customer, member, advocate, and raving fan—and the strategies to engage customers at each stage.
The episode highlights the importance of targeted marketing and customer relationship management, emphasising the transition from transactional to emotional relationships. Topics also include collecting customer details, creating membership programs, and utilizing CRMs to improve customer communication and retention.
Download the workbook from this episode: https://maxmyprofit.com.au/repeat/
Time Stamps
00:00 Introduction to The Max Business Podcast
02:29 The Importance of 90-Day Sprints
04:56 Understanding the Ladder of Loyalty
09:37 Defining Customer Stages
20:47 The Importance of Capturing Customer Details
22:16 Turning Customers into Members
24:56 Creating Emotional Connections with Members
27:08 Advocates vs. Raving Fans
36:11 The Role of Membership Programs
39:47 Conclusion and Next Steps
