Tag: customer service
-
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…
-
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…
-
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…
-
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…
-
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…
-
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…
-
The beauty of in-store shopping: Or what would get me in store
People love online shopping. I like online shopping. It is convenient. You can look at multiple options while binging Netflix and with unpresentable hair. But you can’t touch anything. And after years of being fearful of touching, I want to touch something. Not to mention, I, like I imagine others do, want what I want…
-
Do I look like I can’t afford this?: Or how to lose a sale
On multiple occasions, when I have been looking at a particular product at a higher price point, I have had salespeople try and push me to the lower price alternative. That always seemed weird to me. Aren’t you supposed to upsell me? At the end, it made me think about their perceptions about me and…
-
So I walked into a high end department store
Recently on my trip to Atlanta, I found myself just across from Phipps Plaza, one of the city’s luxury shopping destinations. I decided to go in and let myself admire things and window shop. And while I was at it, I allowed myself a little skincare treat, because I had forgotten my moisturizer at home.…
-
What people might want for in-store customer service
When I’m in stores, one thing that has always baffled me is when guests refuse help. They sit there, raking through many hangers instead of asking if their desired size or color is in stock. Or they wonder around, looking determined to find a particular thing but refuse to pointed in that direction. Given the…
A Wren Says 