Tag: customer service
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FTC issues new rules on fake reviews
You’ve seen them. You’re on the site trying to evaluate whether or not you should order that thing. You’re reading the reviews and there is one that seems … off. Dare I say fake, overly glowing, and like they never actually used the product. Now the FTC is doing something about that. The Federal Trade…
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Was it the barista’s favorite song?
I can’t even remember what I planned to write about. All I know is that I wish I had brought a pair of earplugs to Starbucks. The music is blaring. Because I use this as basically an office rental, I am annoyed. The level of background noise meant I had to take my Zoom call…
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That one star review is more useful that I thought
I remember that moment vividly because it annoyed me. How could she penalize the brand because she was getting exactly what they said she would? But now I see it differently. That one star review was actually vital information. Let’s get these things out of the way. I don’t think they should start adding pockets…
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And now the buyer: Customer roles
We’ve come to the final role, the buyer. As I have been discussing the four customer roles, this one I suppose could be a bit confusing. I just wrote about the payer. What is makes a buyer different from a payer? This might be nuanced, but the buyer is the person who actually acquires the…
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Appealing to your paying customer: Customer roles
We are now on to the third of the customer roles: The Payer. This is one you are probably most familiar with, because after all, your products cost money. At the base, the payer’s concern is affordability. Yes, one question is “Can I afford this thing at the current set monetary value?” But they would…
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Think deeper about who uses your products and why
We’re taking this journey through the 4 customer roles. Today’s stop is the user. And yes, if you did your product design right, they love it and are telling all of their friends. But there are still some more things for you to consider. The user’s focus is acceptability. How well does your product fit…
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Those who seek: Time to think about the seeker customer role
Yesterday, I posted a quick overview about the payer roles. Now, let’s spend some time thinking about what that would mean for your approach to customers. A quick note: As you go through this remember that these roles could be held by completely different people in the decision process, but it might be helpful for…
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More ways to think about your customers: 4 roles
I came across a resource (information at the bottom of this post) that provided 4 possible customer roles. With the way it’s laid out, it’s easy to think about how you might need to tailor or shift your marketing and services. Role #1: The Seeker- Learns about and gets more information about the product Role…
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The easier you make returns, the more likely I am to return as a customer
One luxury that I can’t live without: easy returns. Based on the content of this blog, you, like I, might have thought that I would say something like skincare or fragrance. But upon further reflection, I recognized that the reason why I feel comfortable trying all of those things is because I shop with retailers…
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That one time I went to the Byredo store
While in Atlanta, I was walking through Phipps Plaza and decided to wander into the Byredo store. I was greeted when I walked in. There was another woman in there who was picking up an order. She raved about the candles. I for my part wanted to just smell everything. At the counter, the associate…
