Recently I came across an article on the Social
Times (http://www.adweek.com/socialtimes/3-strategies-to-segment-audiences-and-personalize-digital-marketing/617284).
Today’s consumers are not silent spectators or passive listeners. Instead,
companies are dealing with an empowered audience — engaged in real-time social
and mobile conversations, but fragmented across many digital platforms.
While digital marketers are well aware that they
must segment their audience and deliver the right message to the right audience
at the right time, many struggle with tactical yet effective ways to pinpoint
audiences based on needs, expectations and behaviors.
Use Digital Platforms to Build Consumer Personas
Customers are more than just a gender, age, and
location recorded in some database. Marketers need to also understand the
behaviors and preferences of customers in order to provide them with the best
possible experiences while simultaneously influencing their purchasing plans.
STA Travel, a youth-focused travel company, used an
Offerpop quiz to better understand the interests of their audience and direct
them to personalized travel options. The quiz placed participants into one of
five personality-based “Travel Tribes:” Life & Soul, Thrill Seeker,
A-Lister, Free Wheeler, and Live like a Local. The campaign yielded over 40,000
responses, providing a wealth of persona data that STA used to target offers to
customers.
STA’s website traffic increased, sales grew and they
gained more than 10,000 new potential customers using a fun and engaging
campaign.
Persona building is a great way to avoid pitching
irrelevant marketing content to consumers. For instance, travelers interested
in yoga, meditation and soulful retreats most likely are not interested in VIP
club access or weekend party yacht rentals. Being more targeted will ensure
your content resonates with your customers.
Integrate unique experiences for real-time consumer
journey insight
Forrester’s report on Competitive Strategy in the
Age of the Consumer emphasizes going beyond consumer historical data, and
expanding analysis to better understand “the next step a consumer may take.”
Customers come into contact with brands at varying stages; some are ready to
purchase, others are there to gather information, and it’s up to brands to
offer experiences that cater to each specific situation, and move the consumer
closer to conversion..
Brand-to-consumer experiences help brands gain a
real-time understanding of where an individual is in the buying cycle, and how
the brand can move them along the path to purchase.
Be generous with content and rewards by
incorporating contests and discount offerings to consumers, but keep those
offerings pertinent to the needs, wants, and desires of each audience segment.
Advocate Health Care, one of the largest hospital
and health systems in the Midwest, launched a GoPro giveaway and integrated
marketing campaign to promote local health and wellness. Grounded in a hashtag
to collect and display user-generated content, and promoted around the city
with billboards, TV ads, and digital advertising targeted at outdoors and
fitness enthusiasts, #HealthiestLife aggregated more than 3,000 pieces of
repurposable user-generated content. Advocate Health Care was able to collect
opt-in permissions and deliver follow-up marketing initiatives relevant to the
audiences activity. The well-catered messaging ultimately resulted in a 26
percent increase in physician appointments, not to mention a 126 percent jump
in traffic to the user-generated content gallery on their website.
Identify new touch points for audience segments
using an omni-channel approach
Different audiences open their doors to brands at
varying stages of the sales cycle. By including utility-focused content and
engagement tools into your strategies, you will find previously unknown avenues
to interact with consumers. Tracking targeted content allows marketers to see
when different audiences are activated — a great building point for future
campaigns.
Following an incredibly successful user-generated
content campaign, tote bag retailer SCOUT drove e-commerce sales by repurposing
UGC in various touch points across their digital marketing channels.
The SCOUT marketing team discovered that featuring
user-generated content in an online holiday gift guide and their email
marketing resulted in a significant increase in web traffic from existing fans.
Additionally, they experienced such a high volume of web visitors and social
media fans visiting the gallery, that they replaced the ‘SALE’ tab in the
header of emails with the #scoutbags user-generated content gallery, which
effectively drove more consumers to in-season products. Finally, SCOUT included
a print promotion for the campaign with every order to remind customers to
continue sharing their SCOUT moments.
SCOUT tracked which content generates the most
clicks and shares and used this information to optimize their visual marketing
strategy and cater to their audiences needs and preferences. And it worked –
sales from social traffic increased an average of 67.5 percent by the end of
2014.
Audience segmentation has gone real-time. Brands are
building consumer profiles that are constantly tracking what you like, what you
buy, how you buy it, and millions of other digital interactions on an ongoing
basis. But the potential of this power is lost if marketers aren’t tracking,
segmenting, and revamping their messaging to match their audience. Sending the
wrong message to the wrong audience is not only wasted time — it can also harm
your relationship with potential customers.