Telling a person you know someone else who looks just like them feels like a great conversation starter. But it isn’t. We know there are 6 other people on the planet who look like us but we pride ourselves in being unique. And we’d actually would prefer to hear that there’s no one like us.
So, how does that work when dealing with customers? When it comes to complex issues that need trust (e.g. legal advice, admissions advice), telling them you’ve dealt with “people like you” is a great way to build trust. But, as you go to the higher end of the service spectrum, it comes down to showing you understand the base rate but thrive in the uniqueness.
Yes, when considering a million people at once, we are all largely similar and our behaviour can be predicted pretty accurately. But, marketers have nothing to gain by telling people that. And, if you are in conversation with someone who looks familiar, neither do you. :-)