Most agencies treat their fan base as one crowd. Same mass message, same offer, same attention. Three groups deserve better, and everyone else can stay with the AI.
All three are saved lists on the Fans page in EmpireChat. Save any filter as a list and it keeps itself up to date, so guys join and drop off without anyone moving them. Here's how we'd set up each one and what to do with it.
1. Whales
Who's on it: your top spenders. Filter on money spent and pick a line that fits your account, because a big spender on a small model is a different size from one on a big model.
Why it matters: in the first 8 days of our AI chatter, on our own account with one AI model, one fan paid $1,345 of the $1,865 it sold. Small sample, but our older chats were lopsided the same way. Reports shows what share of your money comes from your top 10 fans, so you can see how exposed you are.
What to do:
- Put a person's name on each guy with a tag. Someone on your team reads his chat.
- Keep his context in notes and set reminders for what's coming up in his life. "Ask about his trip on Friday" means more to him than another offer.
- Decide per guy whether the AI stays on. The per-fan switch lets a human run him while the AI handles everyone else.
- Leave him out of bulk messages. A top fan shouldn't feel like one of many.
- Don't push harder because he's big. She backs off when a guy's spent enough for today, and you should too.
2. At risk
Who's on it: guys who've spent money and gone quiet. Filter on money spent and how long he's been quiet. We'd start with spent $50+ and quiet for 14 days, then move those numbers to suit your account. Reports shows fans at risk as well.
Why it matters: these guys have already proved they'll pay, which makes them a better use of an hour than a stranger. 443 people have ever spent money on our Fanvue account, $37,573 lifetime gross, including the months before our AI. Every one of them is a guy we'd rather keep than replace.
What to do:
- Read the end of his last chat before you write anything. If he said he's broke or told her to stop, leave him be. If he's upset, he needs a person and an apology, and an offer will make it worse.
- Remember her follow-ups come first. She sends a few when he goes quiet, spaces them out over weeks, then stops. This list is for the guys still silent after that.
- Write about him. Something he told her will do more than a discount.
- The top of the list gets a hand-written line. For the rest, message the list through Fanvue's mass messages and keep it short and friendly.
3. Never bought
Who's on it: fans who've never bought anything.
Why it matters: every big spender started here, as one more guy who hadn't bought yet. It's also where you'll waste the most time if you're careless, because some guys just like to chat, and that's fine.
What to do:
- Work out which guy you've got. Some have never been offered anything, some tried to pay and hit a card problem, some have passed on offer after offer. Those three need different answers.
- Make the first step easy. The first sale's job is to turn a guy who chats into a guy who buys, so keep it small.
- Use a message to this list to start a chat. Once he's talking, she has something to work with, and the offer can grow out of that.
- Expect most offers to fail. We sent 645 paid offers in those 8 days and 64 sold. That's no reason to keep pushing the same guy.
Work them in order
The order follows the money. If you've got half an hour this week, it goes on the whales. If you've got more, add the top of the at-risk list. Never bought gets what's left.
A guy can sit on two lists. A whale who goes quiet is on whales and at risk at the same time. Treat him as a whale first: a person, by name, today. He's the one case worth dropping everything for.
Watch the size of each list from week to week as well. If at risk keeps growing while whales stay flat, something's off in your content or your chats, and you may see it there before you see it in money per week. Repeat buyers in Reports tells the same story from the other side. Our 64 sales came from 24 buyers, so guys do come back when they enjoy it.
Before any bulk message, look down the list once. A guy who said yesterday that he's broke shouldn't hear from you today just because a filter caught him.