We are all customers at some point, and we all expect different things from our shopping experience. Some prefer to browse alone, while others need constant help and assistance to be happy. ITâ€™s important to know what your customers want, and meet those expectations every time. Letâ€™s explore 7 common types of customers, and how to approach each one with the biggest chances of a successful interaction and ideally, a sale!
1. Lookers & Browsers
Lookers are browsing your site or store, and are likely pricing out the different options. They are interested in a product, but havenâ€™t chosen it yet. Dealing with lookers, means making your site or store look as attractive and intriguing as possible. Make sure your copy is compelling and innovative. Remove obstacles like pop-ups, ads and even AI chat-bots, as this can turn people off to your site.
2. Discount Hunters
93% of shoppers use coupons or coupon codes to get discounts each year. These customers want what they want, and they are seeking out the best price. While you canâ€™t always offer the best price, you can give them added benefits that might overcome this issue. Make sure they understand the value in your product, by making your copy and prices clear. Show them the many benefits you offer, like excellent customer service or even free shipping.
3. Impulse Buyers
Impulse buyers have no plan, but do have a credit card and they are ready to use it. The best way to deal with impulse buyers, is to create a seamless experience for them, removing all obstacles. These shoppers love time-sensitive deals and crisp compelling copy, that makes up their mind for them.
These customers are already involved with a competitor, and are finding their service wanting. They want to consider you as an alternative, and you must make this easy. First, determine what your competition is doing to turn off their customers, and then fill that gap within your own organization. These customers are looking for a long-term relationship, so show them how easy it is to work with you with great customer service and value for their money.
5. At-Risk Customers
58% of American consumers will leave a company due to poor customer service. These customers have purchased your product, but have abandoned it because they lost interest, went to the competition or got into something new. These customers can be identified by the amount of time between log-ins or purchases. To fix this issue, get in touch with them personally to ask what they need. This type of customer generally is open to discussion of their issues and pain points, and letting your fix them if you can.
Referral customers come to you through a loyal customer, and expect great things of your service, before even using it. The loyal customer has made the sale, and know you need to live up to their expectations and the new customer expectations. Have a clear onboarding plan for these new customers, making the experience as smooth as possible. Referral customers love interaction and even first-time discounts, and when treated well, are sure to be your next loyal customers.
7. Unhappy or Dissatisfied
These customers are the most difficult to handle, and are not happy with you. You can find them in call centers, making complaints, and even putting negative reviews on social media. Deal with these customers carefully by taking them seriously. Reply to their comments on social media, using kindness and professionalism. Follow up with them after first contact to make sure you solved the issue. Itâ€™s critical that you are empathetic with these customers, and think of how youâ€™d like to be treated in the same situation.
Every customer is different and has different needs. Itâ€™s important to tailor your services, products and communication to each type of customer, to achieve the best result. For help categorizing and optimizing for the best customer experience, contact the experts at ListenTrust today.