Providing support for a large customer base can be challenging for a startup business. Within that group of people, you will encounter different personalities. To serve all these personalities, you will often need to use a different approach for each.
This is where understanding the different types of customers come in handy. While every customer encounter is unique, understanding what category that particular customer falls into will help you better devise an approach. Let’s look at some of the common ones you will encounter and learn how to approach them.
The Types Of New Customers Your Startup Business Encounters
The first group of customer types we look into is the new customers. Each new customer will often have a different reason for approaching your brand. By knowing that purpose, you can give them the right offer.
The Buyers
This type of new customer already knows what they want. And they come to your brand looking precisely to purchase it. As such, your primary goal is to provide them with all of the information they need for that purchase.
Image from Wilsons.
This doesn’t just include general information like the prices and what comes with the purchase. You also want to give after-purchase info like additional instructions and customer support details. That way, they can readily use the product after buying it.
The Researcher
Similar to buyers, this type of custom also knows what they want. But they aren’t heading to your brand to buy just yet. Instead, they are still looking at their options. Thus, be that option for them.
Like above, you need to provide as much information about your product or service as needed to convince them. Go over the things they need and explain how your product can deliver in these areas. You can also emphasize other benefits they can gain.
The Lookers
On the other end of the spectrum, you have those who are just browsing. They aren’t looking for anything in particular and would be happy to walk away without buying anything. Of course, you don’t want them to do that.
Thus, be ready to provide some good offers. Look back at the most common ones that your other customers purchased and see if they would be interested in these. But don’t spend too much time trying to convince them. That can distract you from other customers who are going to buy something.
The Bargain Hunters
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This is a specific type of buying customer that looks out for the best deals they can get. For them, the lower the price, the better. Thus, the only way to capture them is to advertise the sales that you have going on. Note that they are the least likely to become return customers.
The Impulse Buyers
You will also often encounter people who make spur-of-the-moment purchases. They are arguably the easiest to convince, as they don’t need to warm up to any values proposition. But you should make the buying process quick and easy for them to get moving.
Types Of Customers Your Startup Business Have On-Board
The next set of customer types is the ones that you have already on board. They have made their first purchase. Your startup business is now ready to capture them for more.
Active Customers
These are the ones who are most likely to buy from you regularly. You already caught their interest and can expect them to be your biggest moneymakers. However, they are also going to be your strongest critics.
Image from Optimove.
With that, your goal should be to provide additional value for them during each new purchase. Look back at the comments they have on their previous purchases to see what they want. You can then provide this to them when they return. Things like exclusive offers and new training content are also something they appreciate.
Repeat Customers Of Your Startup Business
These customers purchase from time to time, typically once every few months. As such, your startup business can view them as a backup source of income. Like dealing with more active customers, be ready to present new offers when they come back.
Dissatisfied Customers
Some customers might come back to inform you about their dissatisfaction with your service or product. Depending on their initial experience, they might or might not be willing to give you a second shot. Whichever is the case, you should be ready to deal with their dissatisfaction.
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Ask them about their concerns and offer solutions. You can also give additional incentives to appease them. These might not necessarily convince them to come back soon, but you will still be able to establish a good impression on them.
The Customers Your Startup Business Should Take Care For After Purchase
To be clear, you need to care for every customer after their purchase to make them happy. But these types of customers are the ones most invested in your products or service. Thus, they will provide you with more opportunities to generate income.
The Loyal Customers To Your Startup Business
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These people go beyond just regularly buying from you. They are there to support any new product you launch. Thus, you should also be ready to show them your love. Continue providing them with exclusive offers that are to their liking. You would also want to give them perks not available to any other customer.
The Referring Customers
These customers are so confident about your brand that they would gladly recommend it to others. Those referrals provide you with free marketing, and their word is a strong motivator for the people they know. Make sure to reward their effort with a generous incentive for every successful referral.
The Advocate
This is the highest form of loyalty that a customer can show. Not only do they promote your products, but they also actively discuss them with others. Because of that, they have the strongest influence on potential referrals. Help them by giving them all the resources to promote your products better.
The Customers Your Startup Business Might Be Neglecting
At the other end of the spectrum, there are customers that you might be overlooking. Often, that neglect might be due to your startup business not having enough resources to accommodate them. Paying attention to these customers not only helps you bring them back but can also boost your image.
The Vocal Complainer
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These neglected customers are more than willing to let you know about their disappointment in you. They will send you plenty of messages and will often ask to speak with higher-ups. These customers often send these complaints on channels where they get the fastest response.
The Social Media Megaphone
Social media has become a powerful tool for consumers to voice their opinions about brands. And this type of neglected customer knows that well. They will voice out their complaints on every social media account they have. Because of that wider reach, these statements can reach more people who might get a wrong impression of your brand.
The Reviewer
These are the customers who will give you average reviews. This might sound fine. But they will be vocal about why they didn’t give you a higher score. Those reviews can point to issues that you might not be aware of.
The Late Night Browser
Some customers prefer doing their purchases at times beyond your regular operating hours. If they don’t find you available, they can easily jump to a competitor. As such, you need to provide real-time support to meet their needs.
The Negative Networker
Some neglected customers might not be as publicly vocal as others about their bad experiences with you. They might not even bother contacting your customer support. But, they are more than willing to tell their impression of you to their closest friends.
These are the ones that are hardest to track and deal with. For that, you will need to monitor online conversations to find hints about their concerns. You should also be more proactive in providing support measures for them.
Getting More Support For Your Startup Business Customers
The diverse types of customers your startup business can encounter can stretch your customer service team thinly. Virtua Solutions is ready to help you in this matter. Our support agents are experts in dealing with these varied types of customers. Contact us today and we will gladly be of help.