An Infographic that demonstrates how a customer relationship matures over time. Your customers must first generate brand trust, then you have an opportunity to create brand loyalty. Once you have established this relationship, you have can earn brand advocacy. The Brand advocate is one of the most valuable things your firm can invest in and technology is a key component of that formula.

1. TRUST
THRESHOLD
This is the point where you’ve earned enough
trust for your customer to buy from you.
This is the point where a customer
is so inspired by your solution, they tell
everyone about it and encourage others to
see for themselves.
This is the point at which they have self determined
that they will use your product or service again in
the future. They will not hunt for a competitor. They
trust you to deliver on your brand promise again.
Bad Experiences can
move your customers
down the ladder.
Once someone becomes
a brand advocate and has
put their personal seal of
approval on your brand, it
becomes much more
difficult for them to move
down the ladder.
Really bad experiences
can move your customer
down several rungs.
How you respond
to these bad experiences
can result in a major
transition up the ladder.
Each rung on the ladder
represents a “micro”
experience that your
prospect or customer
has with you.
START
ADVOCACY
THRESHOLD
LOYALTY
THRESHOLD