Handling Different Kinds of Difficult Customers

Posted on June 11, 2018 by bermanevansretail

A lot of companies follow the advice in these posts. Be Careful in Making Promises to Customers. 10 Tips on How Companies Can Be More Customer-Centric. Why the Customer Experience May Fail. But many also struggle with handling different kinds of difficult customers, And that is the topic of today’s post.

As Megan Darmody of Siege Media puts it:

“Have you ever had the challenging experience of dealing with a difficult customer that you didn’t know quite how to handle? If you work in customer service, sales, or marketing, it’s likely that you will encounter customers that are uniquely challenging. While every buyer is different, try to understand some common characteristics of difficult customers. Then, you’ll be better prepared to satisfy buyers during tough sales interactions. If you know how to handle a variety of challenging customers, your business will surely benefit.”

 

Handling Different Kinds of Difficult Customers

Meredith Wood of Fundera sums things up well:

“No matter what industry you’re in, you’ve most likely dealt with a difficult customer. The issue you faced could have been beyond your control or a direct response to a mistake. Nonetheless, in business, you may encounter the good, the bad, and the ugly. It can be challenging to know exactly how to handle a difficult customer. But with the right tips and tactics, you’ll be prepared to navigate any situation that comes your way. Identifying which customer type you’re dealing with is the first step to successfully handling the incident.”

“Once you know what type of difficult customer you’re dealing with, keep a few key tips in mind. Approach each encounter uniquely and cater your communication method to the customer type with which you’re. Think about shifting your mindset. And look at every interaction as an opportunity to build rapport. Stay calm and professional no matter the situation. If you play your cards right, you’re likely to end up with a returning customer and in turn, avoiding customer churn.”

 
Fundera identifies 11 types of difficult customers in the infographic below. As well as how to deal with them.

Handling Different Kinds of Difficult Customers
 

Posted in Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer | Tagged , , , , | Leave a comment

Shopper Online-Offline Psychology

Posted on June 6, 2018 by bermanevansretail

We need to well understand shopper online-offline psychology to beat our competitors. And it is a key part of consumer decision making.

These posts look at an aspect of consumer psychology:

 

Shopper Online-Offline Psychology: Inside the Minds of Shoppers

Thanks to Josh Wardini for authoring this section of today’s post: “Shopper Online-Offline Psychology: Inside the Minds Of Shoppers.”

“With all our senses going into overdrive at the whiff of a promotion offer, shopping behavior may appear inexplicable. But, there is a method to this madness. Whether you wonder why you can’t resist the urge to buy, or want to learn how to sell more, shopper psychology points you in the right direction.”

“To begin, the shopping process starts unfolding with need recognition. The unmet need to address here transcends just the physical. It includes the need for affiliation, prestige, and nostalgia These elements add to the value of a brand. Our senses play an enormous role in determining our shopping experience. For example, the color green, as Groupon knows, often draws an association with wealth and the sense of ease. And music keeps prospective customers lingering in stores longer. Also, Dunkin’ Donuts took the use of senses in marketing a step further in South Korea by spraying a coffee scent in public buses whenever their signature jingle played on the radio. As a result, with coffee-craving customers flocking to stores, sales skyrocketed.”

“With online shopping and E-commerce taking over, it is no wonder that shopper psychology now seeps into the digital landscape as well. Today, customers are inundated with options in the online experience. Thus, factors such as Web site speed, visuals, reviews, and many others, influence their final purchase decision.”

“Understanding how shoppers think involves an extensive study of its own. Thankfully, the infographic below from 16best.net breaks it down into bite sized facts anyone can grasp. So, check it out!”

Shopper Online-Offline Psychology
 

Posted in Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 7: Communicating with the Customer, Social Media and Retailing | Tagged , , , , | Leave a comment

eBay Asking Customers What They Want

Posted on June 5, 2018 by bermanevansretail

eBay has been on a roll. And part of it is due to eBay asking customers what they want. Rather than making assumptions about shopper desires. That is vital for online retailers, too.

As Tom Ryan reports for RetailWire:

“eBay has come up with a straightforward way to fine-tune personalization efforts: asking consumers what they’re interested in. Available initially on eBay’s mobile app, the offering, called Interests, ‘tailors your shopping experience based on your passions, hobbies, and style.’”

“After downloading the mobile app, users register and sign in ‘so we can personalize your eBay experience.’ Clicking ‘What Are Your Interests’ brings up four question themes along with a number of categories of interests. What do you love? – Tech, Gaming, Pop Culture, My Kids, Pets, Beauty & Grooming, Collecting, etc. What are you a fan of? – Movies, NFL, Music, NBA, NCAA Sports, MLB, NHL, Other Sports, etc. What’s your style? – Women’s Style, Men’s Style, Home Style, Art & Design, etc. What are your favorite activities? – Outdoors, Food & Parties, Sports & Fitness, etc.”

“Users check off boxes within each category to indicate, for instance, what kind of tech they’re interested in (e.g., smart home, gadgets, remote control toys), what movie genres they’re a fan of (e.g. horror flicks, comedies), what their favorite outdoor activities are (e.g. hiking, downhill skiing) and other more specific interests.”

 

Click the image to read more.

Source: eBay

Source: eBay


 

Posted in Online Retailing, Part 2: Ownership, Strategy Mix, Online, Nontraditional, Part 3: Targeting Customers and Gathering Information, Part 6: Merchandise Management and Pricing, Social Media and Retailing | Tagged , , , | Leave a comment