"Those who spend the least complain the most" - Agree?
Who do you find to be your most difficult/time consuming customers? Whales or minnows?
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Who do you find to be your most difficult/time consuming customers? Whales or minnows?
Amount spent may be an indicator of how the customer values your product or service. I think a customer who has sought the cheapest provider, rather than evaluating other factors, often doesn't value the service. They are then more likely to resent the expenditure and complain more. On the other hand, a customer who spends a high amount may believe they have spent more than the product or service should cost and be resentful as well.
Customers are happy if they believe they have received a good value for the cost regardless of what that cost is.
For sure. I'm interested to see how this translates to our product. How much customers (advertisers) spend depends on volume, and volume depends on the performance of their ads. To give them the best chance of success I want to provide enough training/support but I also don't want to be the training academy for small spenders (Google and Adroll both do a good job at that). I'm thinking of different initial commitment tiers to dictate how much onboarding support we can give - there are only 2 of us atm
I think messaging is key here. Lower tier isn't getting "less than" they are getting "all this" for this amazing low price. While premium tier pays more because they want more.
At least for my customers, those who have spent the most have beenfar more demanding.
Same here, but that's more in my regular job, where they're far more demanding but probably still a better 'hourly rate' than the small ones.
Wondering if its really true for people selling a tiered product for instance