Quick question, when was the last time you took a long hard look at what makes your customer base tick? If it’s either been a while or you’ve never come around to it, then you need to keep reading this. Once a strategy reserved for the ‘Apples’ of the business world, small and big businesses alike realizes that they can leverage customer personas to use their assets more efficiently. And it’s about time too. According to a survey carried out by Responsys (with over 2,000 adult respondents) to uncover how consumers feel about their relationship with brands, a whopping 34% said they had called it quits with a brand owing to the poor, disruptive, and/or irrelevant marketing messages that they kept receiving after a purchase. A classic case of mistaken identity.
Who or what is a customer persona?A customer persona is a fictional representation of a buyer’s segment based on real data that reflects their behavior. The main purpose of creating a customer persona is to put you, the person behind the company’s decisions, in the customer’s shoes. But why go through all the trouble of creating imaginary people? You see, the current-day customer demands the most personalized customer experience when it comes to brand interaction. However, most of these customers are quite stingy with personal information, preferring not to part with any personal data. And this is what makes it hard for your customer service agents to respond to individual questions and complaints. Apple seemed to have figured this out quite early; did you know that this tech giant had actually created its iPad buyer persona way before the product was built?
Building Effective Customer Personas is all about ForesightPatching together information about your customers with good intentions, gut feelings, and duct tape is not a recipe for success. And neither is basing your customer persona on irrelevant data, poorly sourced data, or worse yet, no data at all. JC Penny’s 2012 rebranding debacle can stand witness to this fact; fresh from Apple’s retail stores, Ron Johnson took the initiative to make tremendous changes on JC Penny stores’ look and feel, ignoring what exactly drove customers to the shops resulting in cataclysmic drops in sales. How do you gain insight into what motivates the different segments that make up your customer base to have a foresight of what different customer personas want? Here are 4 valuable ways to go about it.
- Multiple-choice customer surveys. – Create demographic information that includes age, ethnicity, gender, location, and income
- Ethnographic research. – Follow social activity and use both forum and keyword research to observe your targeted consumers. Sites such as Topsy.com, Followerwonk.com, Sysomos.com, and Twtrland.com also gather information for specific online communities.
- Internal data. – You can utilize your own sales figures and user profiles. Please note that buyer profiles and customer personas are NOT the same.
- Focus Groups. – invite 6-10 participants and have sessions that last no longer than 90 minutes. A skilled moderator should mediate these sessions.