Six Methods to Understanding Who Are Your Customers

Trail T CoveDo you want to understand how to connect with your current customer base, new prospective clients, and anyone looking for the products or services your firm offers? Seth Godin asks six questions in his post “Who are your customers?” that require us to connect with how in-touch we are with the people that help us thrive.

Seth Godin’s 6 Questions: Who Are Your Customers?

  • What do they believe?
  • Who do they trust?
  • What are they afraid of and who do they love?
  • What are they seeking?
  • Who are their friends?
  • What do they talk about?

If you can’t answer each question then some research is in order. Where do you begin to answer any of these questions?

6 Methods to Learn: Who Are Your Customers?

Finding answers is not always easy or an intuitive process. The following are some simple methods to get started in understanding who are your customers?

  • Survey: create a customer survey, add an incentive to increase your response rates, asking your customers the questions you need answered
  • Sales Department: poll your salesforce and provide incentives for everyone to ensure you receive the most accurate information. Concentrate on those employees in direct contact with your customers and customer service
  • Industry: attend industry conventions and events and listen for intelligence about your firm, product, and services
  • Offers: create a digital e-mailing, a post card campaign, or advertising campaign that provides value to your customer base for their intelligence about your brand in return
  • Monitor: identify and listen within the channels your customers use to talk about your products, services, and industry. Gather intelligence
  • Town Hall: provide a live town hall meeting where your customers can comfortably voice their feedback, solutions to possible problems, and opinions.

Essentially, the answers will come to the surface through your crowdsourcing efforts if you allow your customers and prospective customers to provide their feedback in an environment that encourages sharing.

Poor Branding Strategy Mirrors On Field Ineptitude: San Francisco 49ers Misfire

Reuters.com published this deansguide and innerarchitect.com article October 6, 2008

Branding and marketing your brand’s message is all about perception, believability, and credibility. It is also something that requires a hard look at what will resonate with a particular targeted population of customers you want to accept and embrace your brand. If there was ever a case study on how not to brand a product, it is the recent season ticket sales radio advertising campaign by the San Francisco 49ers.

Qualifications: I am a native San Franciscan, a 38 year fan of the Niners, and a former season ticket holder from 1996 to 2006. I am a fan of this team but not a blindly “Faithful” drone as they seem to want to create. My assertions about fan demographics, fan behavior, and message viability is based on my experience with the sport. Since 1972 I have attended over 200 NFL games, 5 NFL playoff games, and one Super Bowl. In addition I have attended another 100+ college football games-I have experienced many crowds in my long journey as a sports fan.

The Radio Branding Message

Setting: A father gives his preteen son and daughter a lesson on being a 49er fan aka one of the “faithful.”

Message: the father is training his children to be 49er fans, faithful 49er fans, and nothing else.

Branding Message: Being a 49er fan is about blindly following, supporting, and being proud of your team.

The Reality: A Branding Message Gone Bad

1. Being a 49er “Faithful”: is a very old marketing message that was established in the 1970’s. It has very little impact upon the buying public as it does not address image, invoke faithful behavior, or inspire people to buy season tickets.

Case Study of Excellence: The Oakland Raiders, although enduring hard times for many years without excellence on the field, continue to invoke and inspire fan participation. Why? Being a Raider fan holds the connotation that you are a tough guy, hard scrabble, pure violence loving fan of a very violent game–the Raiders tell it like it is and embrace the brand they have created for themselves

2. Association with Baseball’s Message: The 49er’s attempt to utilize the message major league baseball has been extremely successful using does not work. Baseball is associated with family, apple pie, and America. It is a tradition of heritage passed down from generation to generation; something a father can share with a son or daughter. And baseball is an affordable family outing for everyone to enjoy.

3. The 49er’s Branding Strategy: to sell season tickets, is to create a following of blindly faithful fans. By describing a pep talk between a father and his children, you are left with the perception that the ticket buying fan base that attends games is a demographic closely inline with baseball’s fan demographic-that is ridiculous!

Football is a very violent sport. The fans at games are often unruly, drunk, and misbehave. The atmosphere at a professional football game has nothing in common with the gentile atmosphere at most major league baseball games. The age of the NFL fan base is older. The number of preteen and teenage fans at professional football games is far fewer than what you would see at a Major League baseball affair.

Results: A Complete Misfire

What the radio listening public is left with is a NFL team that is attempting to sell season tickets by invoking faith in the team. Their method of invoking faith is to “start em young” and bring up little 49er fans that will grow into season ticket buying 49er fans. Their brand is be faithful-be a 49er fan. This is very ineffective and completely ignorant of the brilliant marketing and branding message the team could create from their storied heritage. Why is a franchise with 5 Super Bowl wins, voted the team of the decade in the 1980’s, completely ignoring their brand strength?

LinkedIn.com: Authenticity Protocol and Referral Machine

Reuters.com published this deansguide article September 30, 2008

FoxBusiness.com published this deansguide article September 30, 2008

Sasha Strauss, Managing Director of Innovation Protocol a brand strategy consulting firm, makes a very compelling case for utilizing LinkedIn as a source of referrals. Referrals can be the lifeblood of a business and LinkedIn is the tool Sasha utilized to grow his business.

Innovation Protocol’s Story

1. Innovation Protocol has been in business 1 year and 5 months

2. Company is profitable

3. Hiring one new employee every single month

4. Sasha claims they are now turning away business

5. Never placed an advertisement in order to generate business

6. All their business is through referrals

7. Most of their referrals are from LinkedIn

8. LinkedIn profiles provide the robust information as well as recommendations that qualify potential clients according to Sasha