Monster Loyalty: How Lady Gaga Turns Followers into Fanatics

Lots of emphasis on the 1%. Focus on her Little Monsters (check out the site littlemonsters.com - interesting).
These are the core customers who are super-engaged. There is no 80/20 rule.
1% super-engaged
10% interact slightly
89% lurkers
Customer evangelists are passionate in their recommendations. Believe in the company and its people. Purchase products and services as gifts. Provide unsolicited praise or suggestions for improvement.
The forgive occasional subpar sessions or dips in service. They do not want to be bought. Feel part of something bigger than themselves.
Read Guy Kawasaki's Selling the Dream.
Embody the vision
Make people better
Generate big effects
Catalyze selfless actions
Polarize people
Do your company's values do these five things?
Simon Sinek - Start with Why: How Great Leaders Inspire Everyone to Take Actions
He has a Golden Circle model to explain his theory - concentric circles of why (center), how, what
Build a community - Lady Gaga:
connected with like-minded pople
was authentic
created a collective experience
celebrated milestones
encouraged collaboration

Lessions

  • Focus on your 1% (look in referrals, customer service touchpoints, incoming comments, frequent visitors, opt-in emails, blogs, product reviews, content creates, social media subscribers).
  • Lead with Values
  • Build Community¬†
  • Give Fans a Name
  • Embrace Shared Symbols
  • Make them Feel like Rock Stars
  • Generate something to talk about

Bibliographical Information

Monster loyalty: how Lady Gaga turns followers into fanatics by Jackie Huba.

New York : Penguin Group, [2013]

ISBN: 9781591846505

These are notes I made after reading this book. See more book notes

Just to let you know, this page was last updated Wednesday, Nov 20 19