Introduction
The world of ecommerce has revolutionized the way businesses interact with customers. With the rapid growth of online shopping, it has become crucial for businesses to understand the various types of ecommerce customers and their unique characteristics. In this article, we will explore nine broad categories of ecommerce customers, including the Rejector, Order Multiplier, Instant Reviewer, Good Guy, Anxious Tracker, Analysis/Paralysis, Bargain Hunter, Innocent Troublemaker, and R&D Chief.
The Rejector
The Rejector is a challenging customer for the entire ecommerce ecosystem. They often return orders for various reasons, such as mismatched expectations, impulsive purchases, or financial constraints. Cash-on-Delivery is a significant contributing factor to high return rates. Minimizing returns should be a priority for the ecommerce industry.
Order Multiplier
Order Multipliers take advantage of return policies by ordering multiple products with the intention of returning some. They often buy different variations of the same product and return the unwanted items. While this may benefit aggregators, it creates logistical challenges for marketers and brands.
Instant Reviewer
Instant Reviewers are customers who provide reviews for products without thoroughly using them. They may even leave reviews immediately after receiving the product. Some reviewers gain popularity and influence on platforms, while others may be biased or overly critical. Genuine feedback is valuable, but platforms need to address misuse and paid reviews.
The Good Guy
The Good Guy is the ideal ecommerce customer. They follow the standard purchasing process, buy what they genuinely need, leave reviews, and appreciate timely deliveries. These customers create a positive atmosphere and instill confidence in the ecommerce ecosystem.
Anxious Tracker
Anxious Trackers are demanding customers who often cause headaches for all stakeholders, especially logistics companies. They have specific delivery requirements, check shipment trackers frequently, and make calls to ensure prompt delivery. While their demands can be challenging, they push the system to be more efficient.
Analysis/Paralysis
Customers in the Analysis/Paralysis group meticulously evaluate every detail before making a purchase. They scrutinize product specifications, reviews, brand information, and more. While their thoroughness leads to informed decisions, over-analysis can sometimes hinder the purchasing process.
Bargain Hunter
Bargain Hunters are driven by discounts and are always on the lookout for the best deals. They track price variations, wait for sale days, and sign up for pre-sale bookings. They are a key driver of sales, especially during promotional periods, but can be price-sensitive.
Innocent Troublemaker
The Innocent Troublemaker group includes customers who misuse products and then claim them to be defective for hassle-free returns. Ecommerce platforms need to balance customer-friendliness with fair practices and implement measures to identify and discourage such behavior.
R&D Chief
R&D Chiefs provide suggestions, ideas, and demands for changes to products. While some suggestions may be valuable, others may be impractical or unnecessary. Implementing product changes requires careful consideration and investment.
Conclusion
Understanding the different types of ecommerce customers is essential for businesses to tailor their strategies and provide better experiences. Each customer group has distinct characteristics and behaviors that impact the ecommerce ecosystem. By recognizing these types and their needs, businesses can adapt their approaches and effectively engage with customers in the online marketplace.
Related Posts
After having developed a better understanding of different types of ecommerce customers, the next step is to develop an understanding of customer service in e-commerce. To get more information about customer service in ecommerce and how to do it, refer to the post titled “E-Commerce Customer Service Best Practices: Unlock the Success in 2023”.
