The Importance of Understanding Your Customers (and What To Do About It)
As we discussed in Your Brand Comes From Your Customers, Not You, branding isn’t about your color scheme, or the clever tagline you come up with from the confines of your office. Branding is about how your customer actually perceives you.
If your customer perceives you as filling a need (tangible or psychological) they have, that’s the essence of good branding.
With this perspective in mind, it becomes clear that the first step to successful branding is understanding your customers and their needs.
We’ve talked about the three questions, the brand values pyramid, and the ideal customer profile—all great tools to dive into your customer's’ needs and psychology—but the next question most marketers ask is always...
How do I learn about my customers?
So how do you learn everything about your customers?
Three words: talk to them.
There are many different ways to talk to your customers. On the super-low-budget end of the spectrum, you can just hang around in a Starbucks and ask people to try your product or service and then ask them for their opinions.
Be sure to ask open-ended questions, such as “What do you like about this brand?” Or, “How do you see this fitting into your life?” Or, “What would you change about this?” Actually talking to customers face-to-face is one of the most valuable things you can do to understand your brand.
Another easy way for marketing managers and executives to interact with customers is by fielding customer service calls or inbound sales calls. Even at the CEO level, if you take customer service calls for a few hours every month, it might just be the most valuable time you ever spend. The callers won’t have any idea you’re the CEO, so they won’t sugarcoat how they feel about your brand. And you can ask them almost anything you want and they’ll answer honestly.
Another free method is hosting a pizza and beer party (or pizza and wine party, depending upon your target demographic). Invite friends and friends of friends to visit your office or your home and try your product. Tell them you’ll provide take-out food and beverages in exchange for their time. The key here is to make sure you’re getting honest feedback. Friends and family usually will try to tell you they love it, even if they don’t. So offer them the booze in exchange for brutal, unvarnished honesty.
Those three ways of talking to customers are free. Even if you’re an entrepreneur on a shoestring budget, you have no excuse not to do them. As we discussed in When You’re Ready, It’s Too Late, the sooner you can start doing exercises like this to understand your customer, the better.
On the opposite end of the cost spectrum is formal market research, such as in-depth interviews, ethnographies, focus groups, and surveys. Professional focus groups can yield a tremendous amount of data, but they’re costly. Many books discuss techniques in market research. If you’re on a budget, or you have no budget, you may want to check out the book called The Lean Startup by Eric Ries, which suggests many methods for obtaining customer feedback throughout the development and growth process.
Don’t overcomplicate things. If you are having trouble answering the question, “What does it say about a person that they use your brand?”, just go out and ask them.
“What do you think it says about you that you use this brand?”
It’s as basic as that. Start there and then you can expand your customer research to learn other important things about your products, services, and brand.
The bullshit test
Understanding what your customers need and marketing to that isn’t enough. You need to walk the walk.
Once you understand your customers, ask yourself, “Do we have places where it’s an incomplete experience? Are our customer service representatives embodying what we say our brand stands for? Does our product or service really do what we say it does? Do customers experience the essence of our brand in a way that adds value to their lives?”
It’s important to know the answers to these questions so you can assess how well you and the rest of your organization are aligned on delivering a brand experience.
Zappos.com is known for its excellent customer service. That’s their brand promise. But what if a customer called and had a problem with a pair of shoes and wanted some resolution but the customer service rep was snotty to her on the phone?
Their marketing materials wouldn’t matter, because the customer’s experience wouldn’t be living up to the brand promise. They wouldn’t be fulfilling the need that the customer had, and therefore wouldn’t be living their brand.
When to hire outside help
One reason you may need professional help is that sometimes your boss or your team or your CEO is so in love with the brand that they can’t see its flaws. Sometimes you need an outsider’s perspective.
I look at my daughter and I am just in love with her. I think she is amazing, incredibly beautiful, smart, and talented, but I probably overlook a lot of flaws because she is mine. I made her. She came from my genes and my loins. A brand can be like that, too. It’s easy not to see the flaws, especially for founders and long-time team members.
Bringing in an outside brand consultant might make sense for you, but it’s getting ahead of ourselves.
- Speak to your customers. Try to really understand their wants, needs, and motivations.
- Read Branding is Sex. Use the tools discussed earlier in this post to gain clarity on who your customers are and how your brand needs to serve them.
- If you’re still struggling to get your branding right, or if it just isn’t clicking with your customers, think about hiring an outside brand strategist.