The Customer Loyalty Ladder is a framework that helps marketers understand the customer journey and capture the right customers. The Customer Loyalty Ladder is a framework that helps marketers understand the customer journey and capture the right customers. It is not just about understanding what people want, but also what they have done before, what they are doing now, and how they are likely to do it in the future. It gives marketers a better understanding of their customers to help them create more relevant content for them.