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).
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 about their recommendations.
  • Believe in the company and its people. Purchase products and services as gifts. Provide unsolicited praise or suggestions for improvement.
  • They 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

Lessons

  • 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 Tuesday, Oct 19 21