The business flywheel model is a concept developed by Jeff Bezos, the founder and former CEO of Amazon, to describe how a business can create a virtuous growth cycle. The flywheel represents the momentum that a business can build over time by delivering a great customer experience, leading to increased customer loyalty and referrals and ultimately driving more sales and revenue.
The flywheel model is based on the idea that a business can create a self-reinforcing loop of growth by investing in three key areas:
- Customer experience: A business can improve the customer experience through better products or services, a more convenient and efficient process for purchasing and using those products or services, and excellent customer service.
- Customer loyalty: A business can increase customer loyalty by delivering a great customer experience, leading to repeat purchases and positive word-of-mouth referrals.
- Increased sales and revenue: As customer loyalty and referrals increase, a business can see an increase in sales and revenue. This additional revenue can be reinvested into the business to improve the customer experience further and continue the flywheel’s momentum.
The business flywheel model emphasizes the importance of continuously improving the customer experience and investing in the growth of the business rather than relying on short-term tactics or one-time efforts to drive sales. By building a solid foundation of customer loyalty and satisfaction, a business can create a self-sustaining cycle of growth.
Below is the flywheel model.
Here is the summary of the stages:
First Segment: Customer starts as Strangers, and you attract them through marketing. These are promotions, ads, content and so on.
Then they move into the prospect stage, where they are considering your company. You engage them through coupon codes, discounts, demos, meetings, etc.
Then they move on to become customers when they choose you. Delight and Engage are both overlapping here. Here companies often give a fantastic customer service experience and offer exclusive content such as contests.
Finally, they become evangelists; here are the people that will spread the word about your company. It would be best if you delighted them thoroughly; this means rewarding loyalty and building a deeper connection to your brand, such as sending free swag, showing a behind-the-look experience, highlighting or featuring them and so on.
It takes time to build a process that follows the flywheel model. It requires coordination from all departments and flows from the bottom.
I hope that helps!