Everyone is
different and so is every customer. If you have got a business, you must
understand the customer type. When you understand the customer type, you can
customize your services accordingly. Understanding the customers helps in
making a better decision, making your products/ services better.
When you know which type of customer you are interacting with, you can easily adjust your behavior accordingly. This ultimately works in favor of the customer as you are providing better services. It increases their satisfaction level, which results in more sales.
Every customer is different, and when you are handling each one the same way, you are making a big mistake. Without further ado, let’s dive into deep about customer type.
This one is
a good product fit, but their interest varies. They are new to your website and
don’t know the way around. You can observe they are spending more time on
product pages and checking various sections, reading FAQs.
This type of
customer needs help but is unwilling to ask for help. They haven’t yet bought
from you. Since they have no affiliation with your brand, they need definite
reasons to choose you. Try to make a strong first impression, it can be a
deal-breaker.
When someone
has come to your site via referral links, treat them like prospects.
The
first-time buyer might have an account, but they need navigation guidance. They
are going to ask simple questions; they are not familiar with your site.
If the first
impression is good, it can lead to buying. After purchasing, they need
validation for their decision. Here, you can back it up by giving evidence/
data and you can make a loyal customer. However, an unpleasant experience can
become an enormous blow to the business.
The loyal are
repeat customers, these are your ideal customers. They have an account, deep
buying history and often log in. You can see from the pages they visit, they
will be absent from the FAQs pages. Their questions are detailed and not the
basic ones.
They expect
based on the quality of support, efficiency, and response speed. The good news
is that they won’t abandon you after minor issues, but you will have to provide
them with new products. They expect you to remember the last interaction and
you can’t treat them like a newbie. It can lead to estrangement.
These can be
very profitable for your business in the long run.
These are
users who have an account with a few recent logins but no purchases. They can
be difficult to interpret with long-standing entries. One way to deal with them
is to put them under the loyal category.
They don’t
ask many questions and are almost invisible. These are only around because of
their inertia and uncertainty about change and the effort it takes. If they
haven’t already left you, they can at any moment after getting a decent offer
from your competitors.
They are hard
to identify online, as they don’t have an account, but you can encounter them
everywhere on your website. One behavior that is quite common is their random
views on pages.
Don’t make
advances in haste or they can go back to their shell. They might not know what
they are exactly looking for. You shouldn’t lose hope because they will spend
money in the future. Don’t pressurize them to buy from you right away.
This one
fits the image of a classical discount shopper who is always looking for a
bargain here, some offers there. It is easy to misinterpret this type because
any customer can look like a discount hunter temporarily. However, these are
always looking for the perfect deal.
You can find
these on your sale and FAQs pages. Their queries are mostly about prices,
offers, and less about product features. They will double-check about the deal
and ask you to give them an extra discount.
It can be
quite tempting to disregard these customers and think of them as unattractive
customers for your business. But these are often profitable customers because
they will spend more if you can provide them with some excellent offers. They
will come more often and fill their cart with sale products.
Some
discount shoppers with zero or very poor purchase history want too much
attention. Don’t waste many resources on them.
Everyone can
be an impulsive buyer at some point. They are unique and can be difficult to
gauge. These are impatient and act on urges.
Their site
entry and checkout time varies. The good news is that they spend a lot without
looking for offers or discounts. However, their buying is unplanned, so it is
quite difficult to plan for them.
Sometimes
you can upsell them, but often they will look to get the product they liked.
They do not look for details or risks; it is futile to use conventional sales
techniques on them. Don’t deceive them, and you can have a loyal customer for
life.
Also known
as the scientist, these customers will always research before every buy. They
approach the products analytically rather than emotionally and are not shy of
showing their wisdom. They believe in manufacturers and not products. For every
budget segment, they know exactly what they are looking for.
This
customer type compares many products, reading FAQs before they will ask for
customer support help. They are cautious, confident and demanding. You can
expect them to ask sophisticated questions, be prepared with in-depth answers.
Share data
and facts, don’t use sales techniques on them. It will not work and might irk
them as well. They will double-check the data you provide and often give you
in-depth remarks. Once satisfied, they will be loyal customers for life.
These behave
like scientists but are quite indecisive. Similar to the previous ones, they
spend a lot of time on product pages and comparing features. They don’t want to
feel buyer’s remorse and will do anything to avoid mistakes. Don’t trick them
into poor deals, avoid using pushy sales techniques.
They will
reconsider purchases many times before making the payment. These customers
spend more than average time on checkout pages and support pages. You can
easily identify them by their shopping cart abandonment rate.
They will
need more encouragement than other types as they believe in “better safe than
sorry”. However, if they trust your business, they are quite profitable for
you.
This type of
customer comes in all shapes and sizes. Some can be subtle others can be quite
direct in their behavior. They might provoke you to exert power, vent out, they
might be clumsy who mean no harm at all. Do note down that they will buy from
you, so tread carefully.
Please
remember that the type of customer wouldn’t be so clear to you in actual life.
Most of them will be a mix of characters, use your discretion. Take cues from
the above profiles and deliver the best experience. When you provide
customized, personal and efficient service, your business will grow.