Know Your Customer
Who is The Delegator?
This customer type prefers to be largely uninvolved in the tax process and wants to hand everything off.
What is Accountability?
When helping a Delegator, a Concierge should lead with Confidence and this trait.
What is TurboTax Live Full Service?
The Delegator should primarily be matched with this product solution.
What is a Simple Filer?
A Concierge listens for keywords like "W-2 job" to identify this filer type ($140 price point).
Who is The Self-Directed?
This customer type wants to be very involved in the details and is often price-sensitive.
What is Efficiency?
For a Self-Directed customer, the best approach is to lead with Honesty and this trait.
What is TurboTax DIY?
The Self-Directed customer is best matched with this product solution.
What are Families?
This filer profile includes customers with multiple W-2s, dependents, and mortgage interest.
Who is The Validator?
This customer type wants to be somewhat involved; they are willing to do work but seek confirmation.
What is Reassurance?
To support a Validator, a Concierge should lead with Knowledge, Education, and this key feeling.
What is Expert Assist?
The Validator is best matched with this service level, often referred to as "Do-It-With-Me."
What are Investors?
Customers who sold stocks, crypto, or own a rental property fall into this category.
Who is The Delegator?
When asked if price matters, this customer type is the only one listed as typically saying "No".
What are Updates?
For a Delegator, the follow-up strategy should be infrequent and focused primarily on this.
What is an In-Person Appointment?
While a Validator might book a virtual appointment, a Delegator is most likely to book this.
What are Self-Employed?
Freelancers and gig-workers filing with 1099-NEC forms are classified as this filer type.
Who is The Validator?
This customer type is a prime candidate for the "Do-It-With-Me" (Expert Assist) model.
What are Reminders?
For a Self-Directed customer, the follow-up strategy should be frequent and focused on this.
What is the Live Assisted signup page?
A Concierge should offer to help a Validator navigate to this webpage if they don't have an account.