Knowing your customers and identifying the types of needs they have maybe the most important thing you do as a business owner or manager. Understanding their priorities will allow you to adjust processes and adapt products or services to achieve and maintain satisfaction.

Company’s business ethics often view customer types of needs as an opportunity to fulfil their wishes, solve problems, or add value.

Understanding how to satisfy customers is a challenge worth exploring and study. 79% of consumers said they would only buy from brands that show they understand and care about them.

If we take this data into account, we see that the secret to success is identifying the types of customer needs and adapting the experience you offer them according to their profile.

Are you prepared to adapt to the types of needs of your clients? In this post, we explain the most frequent needs of customers and how you can use this information effectively to improve care.

Types of customers and their classification

There are different types of customers for a company and, consequently, diverse customer needs. An adequate classification of clients will allow you to quickly identify their needs and adapt your offer and sales strategy.

What types of clients can you have in your company?

Loyal customers: These types of customers promote sales since they are delighted with your business. Did you know that 72% of consumers say they will share a positive experience with a brand with more than 6 people?

Impulsive customers: Impulsive customers do not have a specific shopping list in mind and buy products spontaneously. In addition, they are usually receptive to product recommendations.

Discount customers: Discount customers play an essential role in a company’s inventory turnover. Therefore, they are critical to the cash flow of a company. This type of customer rarely buys products at the actual price as they are always looking for the best discounts.

Clients based on needs: You can do this type of classification of clients by observing how they act based on a specific need. These are occasional customers, and that is why you must pay attention to the type of needs they manifest.

What are the types of customer needs?

Response speed:

Reducing response times and responding to your customers with valuable and relevant information is one of the most suitable customer needs.

A survey conducted frame found that 69% of participants associated their good customer service experience with speedy resolution of their issue.

Today there are multiple channels for interaction between clients and companies; social networks, messaging applications, chatbots, among others.

In addition to speed and attention in real-time, customers want an integrated service, that is, to migrate from one channel to another without having to repeat themselves.

Have a good experience:

Today, customers are exposed to thousands of brands competing to differentiate themselves for an exceptional customer service experience.

Consumers expect a positive experience, not just a transactional relationship. As a business, you must deliver a memorable customer experience to meet this customer need.

As we saw, satisfied customers turn into loyal customers that help increase your income. In fact, according to research conducted frame, consumers are willing to pay 16% more for products and services from brands that provide an excellent customer experience.

Deal with friendly and knowledgeable agents

Your product may be great, but if your customer service is not good, reliable, or accessible, you will likely lose customers. Train your agents to communicate correctly and be aligned with the types of customer needs.

Learn about customer service responsibilities: critical roles and skills here, and show your agents how to deliver exceptional service.

Operational agility

Clients need agile service. In customer service, agility means improving response times and fast ticket resolution.

These results are manifested in customer service metrics. Its analysis will allow you to draw up strategies to improve satisfaction and increase the customer retention rate.

Customer support agents need to scale their operations and optimize workflows between teams.

Download the full report for free and discover how to give your agents the autonomy they need to help customers proactively.

Personalized service:

In a sea of ​​options, personalized service can differentiate your company from the competition.

It is vital to know customer needs, such as contact channel preferences, purchase and service history. The data provided by your customers is precious when offering a personalized service.

Keeping your customer information and making it available to the entire team will help you provide adequate support.

You can also use the data to provide optimal customer service. Learn about reporting and analytics software that gives you instant access to customer information and can help improve your business without the need for a statistics degree.

How to address types of customer needs?

Identify which are the most relevant customer needs.

There are various products and services offered to different types of customers for a business, so customer priorities may not be the same. For example, it may be more important for one group of clients to receive personalized service. In contrast, others may find that being served by friendly agents is more relevant.

An excellent tool to know your customers’ opinion is the satisfaction surveys. Conduct research, survey your customers, and develop a customer needs assessment to find what they value the most. With this information, you can address customer needs that will bring the most positive results for your business.

Tailor products to meet the needs

If you’ve identified what the customer’s needs are in your business and your products aren’t meeting them, consider adopting. Consumer preferences and habits change very fast; identify the characteristics of the product that your customers value the most and draw up a plan to improve them.