In today’s competitive business landscape, it’s not enough to focus solely on attracting new customers—you need to build lasting relationships with them. The most successful businesses are the ones that cultivate deep, meaningful relationships with their customers, transforming them from mere buyers into lifelong advocates.
At Avid ActionCOACH, we use the concept of the Ladder of Loyalty to help businesses understand the various stages of customer relationships and how to guide their clients from being first-time shoppers to becoming raving fans. By recognizing where each customer stands on this loyalty ladder, you can tailor your approach to enhance their experience, increase retention, and create brand advocates who actively promote your business.
What is the Ladder of Loyalty?
The Ladder of Loyalty is a framework that represents a customer’s journey as they build trust and commitment toward a business. The higher up they climb, the more loyal they become. Understanding where your customers are on this ladder can help you identify strategies to move them closer to the top.
The Ladder of Loyalty consists of seven rungs, starting with the least engaged customer and progressing to those who are the most loyal:
Each stage represents a different level of customer engagement, and your goal as a business owner is to move as many customers as possible up this ladder.
The 7 Stages of the Ladder of Loyalty
Suspect
A Suspect fits the demographic profile of your target market but has no real interaction with your business yet. They may have seen your ads, heard about your services, or visited your website, but they haven’t expressed direct interest.
How to Engage:
The goal at this stage is to turn suspects into prospects by raising awareness and creating interest. Effective marketing campaigns, clear branding, and compelling offers are essential. This is where lead generation strategies come into play.
Prospect
This is someone who has shown some interest in your business. Maybe they’ve signed up for a newsletter, visited your store, or followed you on social media, but they haven’t made a purchase yet.
How to Engage:
At this stage, you must nurture prospects by providing value and building trust. Offering free resources, such as e-books, webinars, or a free consultation, can help prospects see the value of your services before they commit.
Shopper
This is someone who has made their first purchase from your business. While they’ve bought from you once, they haven’t yet demonstrated long-term loyalty.
How to Engage:
The key here is to ensure that the shopper’s first experience with your business is exceptional. Delivering outstanding customer service, follow-up communication, and post-purchase support will increase the likelihood that they’ll return.
Customer
This is someone who has made multiple purchases from your business. They are familiar with your products or services and are starting to trust your brand.
How to Engage:
Now it’s time to deepen the relationship. Personalized offers, loyalty programs, and consistent communication will help solidify their commitment. Focus on showing customers that they are valued and that your business is their best option.
Member
A Member feels a sense of belonging with your business. They’re more than just a repeat customer—they’re invested in your brand and may even subscribe to a service, join a loyalty program, or participate in your community.
How to Engage:
The goal is to strengthen their sense of belonging. Offer exclusive deals, early access to products, or special events just for members. Keep them engaged through newsletters, community-building activities, or VIP groups.
Advocate
This is someone who not only loves your brand but also actively recommends it to others. They tell their friends, leave positive reviews, and engage with your content on social media.
How to Engage:
At this stage, it’s about recognizing and rewarding advocacy. Publicly acknowledge your advocates, encourage referrals, and create opportunities for them to share their positive experiences.
Raving Fan
This is the ultimate goal. These customers are your brand’s biggest cheerleaders. They consistently buy from you, passionately promote your brand, and may even defend it against competitors. They are deeply loyal and emotionally invested in your business.
How to Engage:
To keep raving fans engaged, focus on maintaining the exceptional experience that turned them into loyalists in the first place. Show them how much you appreciate their loyalty, and continue to offer personalized experiences that exceed their expectations.
Final Thoughts
The Ladder of Loyalty is more than just a customer journey—it’s a blueprint for creating lasting relationships with your customers. From suspects to raving fans, each stage requires a different approach, but the goal remains the same: build loyalty, trust, and long-term engagement.
At Avid ActionCOACH, we specialize in helping businesses navigate this journey with confidence. Whether you’re just starting to move prospects up the ladder or looking to turn your loyal customers into brand advocates, we have the expertise and systems to help you succeed.
Ready to build a business full of loyal customers and raving fans? Contact Avid ActionCOACH today to learn how we can help you climb the Ladder of Loyalty and achieve lasting business success.