Still looking at loyalty this week, I wanted to see if we can create a more formulaic approach to it. Now, huge caveat – there is no proof or evidence to support this in anyway, but it makes sense to me, so I thought I would share it!!
There are three basic states of Engagement and Loyalty. Not Engaged, Engaged and Loyal.
If you are running a shop, these three phases would play out as;
- Won’t shop with you for reason XY or Z.
- Will shop with you because of reason XY or z.
- Will shop with you under any circumstance.
The question is, how do you convince people to shop with you and then how do you convince them to be loyal to you?