Your customers can and will exhibit patterns, but they are not all the same! You can divide them into smaller groups to know how to handle each behavior that appears. They can react to your business in 3 different ways, see how you can win over the customer in each of these relationships.
Promoter
This is the “perfect” customer, the one that every company desires. They have already formed a bond with the company, are attached to it, and are loyal. Besides that, they do great marketing for the company to their friends and relatives, always proudly recommending it.
For this customer, the company should maintain the relationship and surprise them with loyalty bonuses, in a more personal and customized way. This will fuel their excitement with the company, encourage them to recommend it, and make them feel valued.
Detractor
This customer is the opposite of the first. They are very demanding, and with minimal defects or any kind of error or displeasure, they badmouth the company everywhere they can. Their dissatisfaction is what has a strong voice, and when something is good, they remain silent.
In this case, the company needs to show all its professionalism and ethics. With logical and objective arguments, it needs to solve the problems that must be solved, taking responsibility with humility and agility. In this way, even if the customer does not return, they will have a better testimony to offer.
Neutral
This customer is very practical and detached. They seek the company only when needed, focusing on quality, price, and benefit. Their purchase is rarely emotional. Therefore, if a better opportunity arises than that of your company, they will switch without much thought.
Such customers need to be surprised with good strategies that ensure them long-term benefits, so they remember your business and return. The best strategy to retain this customer is with Loyalty Programs, where they will have evident and attractive benefits.
Also read What is a Quality Customer