Four Types of customers

By Pachi | Mar 13, 2009

Every industry has four types of customers:

Loyal Customers
Soon-to-be Non-Customers
“Refusing” Non-Customers
“Unexplored” Non-Customers

You can gain a lot from each type of customer, if used properly. If one adds to your revenue stream, the other helps improve your product and strategy. You will need to concentrate different activities on each type of customer. This saves your effort from getting diluted, at the same time helps gets maximum out of every effort you put in.

Loyal Customers are the ones who are happy with your product/service and whom you can safely assume to stick on to your product in the future. Little effort is needed to retain them, but needed never the less. These customers can easily be encouraged to be your ambassadors and are the the ones who play crucial role in viral marketing.

“Soon-to-be” Non-Customers are the ones who are sticking on to you just because they haven’t found a an alternative yet. They will jump out once they spot an alternative. You will need to put effort to satisfy and retain these customers. As these customers are usually unhappy with certain features of your product/services, getting their feedback about your product/service will prove to be very valuable.

“Refusing” Non-Customers are the ones who refuse to buy your product. Eg: People refusing to buy mobile phones are refusing non-customer of the Mobile phone industry. Knowing why these set of people are refusing to buy your product/services can give key inputs to improve your product/services. Eg: People maybe refusing to buy mobile phones due to bad network. Solving the problem (improving the network) will help convert these “Refusing” non-customers into Loyal customers.

“Unexplored” Non-Customers are the ones, whom your have neglected or conciously not targetted. Eg: IBM thinking common man as a non-customer and not targetting them at all (in late 1979). By tweaking your product, and changing the brand image, sometimes you will be able to target this BIG market of “Unexplored” Non-Customers.

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19 Comments so far

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