Welcome to Catering to your Village (Part 2)! In the previous blog, we talked about the importance of understanding the different customer types that make up a brand’s village and how to cater to each type. In this blog, we will dive deeper into each customer type and explore additional ways to satisfy their needs and make your interactions with them memorable.
MegaPeep (Loyal Nia) – As brand ambassadors, these loyal, and vocal customers can help you reach more markets, or keep the conversation going on social media. In addition to giving them shoutouts and learning from their experience, there are other ways to make them feel special.. For example, a VIP program that provides exclusive perks and benefits, such as early access to new products or services, personalized recommendations, and special discounts. Invite them to participate in surveys and focus groups to gather feedback and insights that can help you improve your brand. They will tell you what they want, and spread the word into their own networks.
Need-based customers (Needy Dan) – They have a problem to solve, and they are in a hurry. Providing real-time support and leveraging your community are essential for catering to need-based customers. Nevertheless, you can also take it a step further by offering personalized recommendations based on their previous needs and known preferences. Use customer data to suggest products or services that they are likely to be interested in, and offer personalized promotions to incentivize them to make a purchase. But don’t interrupt them while they are trying to pay you!
Impulse customers (Impulsive Nick) – Making your brand easy to find and providing a smooth purchasing process are crucial for catering to impulse customers. For these folks, you can also create urgency and scarcity by offering limited-time deals or products that are in high demand. Use persuasive language and social proof, such as customer reviews and ratings, to encourage them to make a quick decision.
Discount-seeking customers (Discount Dave) – Providing discounts and promotions regularly is a great way to cater to discount-seeking customers. That said, you can also create loyalty programs that reward them for their repeat business. Offer tiered rewards based on their spending or engagement, and provide personalized incentives that are tailored to their preferences and interests.
Pre-customers (Prospective Pam) – Providing information and resources to help pre-customers make an informed decision is essential. However, you can also offer personalized consultations or demos to address their specific needs and concerns. Use customer data to identify their pain points and offer solutions that are tailored to their situation. Follow up with them regularly to provide additional support and answer any questions they may have.
New customers (Newcomer Iris) – Offering a seamless onboarding process and excellent customer service are critical for making a positive first impression on new customers. You can also provide personalized recommendations and tutorials to help them get the most out of their purchase. Use customer data to suggest complementary products or services that they may be interested in, and provide step-by-step instructions or videos to help them use your product or service effectively.
Dissatisfied customers (Unhappy Harry) – Addressing dissatisfied customers quickly and effectively is essential for retaining their loyalty. Additionally, you can go above and beyond to make things right by offering personalized solutions and compensation. Offer a refund or replacement if necessary, and provide additional perks or benefits to show your appreciation for their business. Follow up with them regularly to ensure their satisfaction and address any lingering concerns they may have.
All in all, understanding and catering to each customer type is essential for building a strong and loyal community and providing an excellent customer experience. By providing personalized recommendations, offering exclusive perks and benefits, and addressing their specific needs and concerns, you can turn your customers into your biggest advocates and sellers. Thanks for reading, and be sure to check out the AllPeep blog for more tips and insights on building an inclusive community for your brand!