Rock, Paper, Scissors, Customers!

by | Sep 17, 2013 | Automate Support, CRM, Customer Support

One of the best things to get as a business isa new customer. It potentially means more money and possibly even free advertising via word of mouth. However, attracting new customers should not be priority number one for any company. In order to provide the optimal customer experience, especially social CRM, one must understand the types of customers and how to properly cater to them.

The types of customers can essentially be broken down into three categories: rocks, paper, and scissors:

Rock: These types of customers are sturdy and firm in their loyalty to a company. These rock solid customers are the best type of customer and generally make up half of all sales. Such loyalty should thus be returned with companies being loyal to them and providing fantastic customer experiences.
Paper: Customers in this category float freely in the wind as they wander throughout the store, just waiting for something to grab them with special deals and unique advertising.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Scissors: While these customers get the job done, they are strictly on a need bases only. They are in the store for one purpose and one product only, and thus not much will distract them (social CRM or otherwise) and encourage them to buy more or other items.
In order to get these customers, you must have creative customer support with a customer support analyst, which can be found with Yonyx.

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