Customer Experience Tip Library - Tip #2 Buyers are People

Buyers are ALWAYS people.

Meet Juliette. Juliette is a 29 year old who lives in Atlanta. She is an extremely intelligent and a dependable asset to both with her colleagues as well as her family members including her mom, Maggie who is so kind, but can be slightly overbearing. Juliette loves going out to dinner with her friends, loves nights in watching her favorite shows, and most of all fashion and pottery, and her nephew Kaiden.

At work she is diligent project manager that oversees the strategic initiatives of a Fortune 500 company that resides 15 minutes from her home. Now during work hours, Juliette drives tough deals, makes hard decisions, negotiates vendor contracts, and handles customer facing requests. She makes almost half a million dollars’ worth of purchasing decisions in a year. Her personal budget is nowhere near that large (to her chagrin), but she is the lead earner in her household and makes a majority of the purchasing decisions at home as well. She buys the home furnishings, the artwork, the streaming services, the groceries…

Here’s the point – Juliette is a PERSON! With real wants, real insecurities, real passions, real frustrations. She would love to spend more time with her nephew on the weekend. She loves taking her mom out to celebrate her birthday and special occasions. She loves seeing the people that work for her thrive, and she gets frustrated at the lack of organization and quality control that always seems to creep in towards the end of projects.

So personally, her method for fashion purchases online is the following: read 85 reviews, compare prices, quality, is order two to try on – return the one she likes least – keeping the one she likes best!

Her buying habits at work: read 102 reviews of the software systems she’s looking to utilize for her team, then bring in two for demo’s – evaluate the quality and price, give both a trial and award the contract.

These purchases are completely different customer journeys, but the concept is the same. Juliette has a particular style which makes her feel comfortable and confident with her purchase. And now more than ever, she is expecting to have a more seamless buying experience whether she’s browsing online, on a call with a sales rep, or in person demoing a product or trying something on.

Here’s the trick – how do you speak directly to Juliette. How do you show that you see what she sees – that you value her perspective and you identify with her individual pain or desire.

Connecting with Juliette on a personal level is where deals are made and relationships flourish. Relationships that grow and spread the word of mouth seeds which are the fuel for your business. Let us show you how.

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