Maria is flagged as a special customer at your firm because she is a satisfied customer, returns to your company to buy, puts her reputation on the line to tell others about you, and convinces others to purchase from you, which suggests she is on the ________ rung of the loyalty ladder.

Question

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Maria's actions suggest that she is not just a satisfied customer (C) or a repeat purchaser (B), but rather an evangelist for the company. She is actively promoting the company and convincing others to purchase from it, which puts her at the highest rung of the loyalty ladder. This is often referred to as word-of-mouth (A) or buzz marketing, but D specifically involves the idea of customers becoming advocates for a brand or company. Ownership (E) is not relevant in this scenario.

Maria Is Flagged as a Special Customer at Your Firm