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How the Best Marketers are getting More Actionable Insights

Are you as busy as I am, as we plan on how we’re going to deliver on all our objectives before year-end? The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition!

I’ve just returned from running a two-day workshop in Japan. The topic was “Insight into Action with Impact”. One of the things that I loved about the workshop was that marketing was invited too. Even though market research and insight (MRI) groups generally report into marketing in most companies, it seems to me that they are often working on different planets! In many organisations, the collaboration between these two departments goes no further than project briefings and results delivery.

This is not the case with my client in Tokyo; this MRI group has a wonderful working relationship, not only with marketing but also with Channel, Sales, R&D, Finance and even Legal. They have understood that insight development is too important to be left to the market research team alone and have worked hard to build strong relationships with all the other departments in their organisation.

Insight development is too important to be left to the market research team alone. #MRX #Marketing #Insight Click To Tweet

I am sure that many of you reading this, are asking why this is so important. It is NOT important, it is VITAL! Insights are the golden nuggets that we are all searching for. Successful companies depend upon deep customer insights to grow their business. They understand the power of engagement built on insight, to connect with and inspire their customers. And yet many companies continue to leave this to the insight team to develop and deliver on their own. It’s as if they believe that this group have some natural-born skill or magic that enables them to do it while others cannot. Don’t worry, we can all do it with the right training and a few tools.

Insights are the golden nuggets that we are all searching for. #MRX #Marketing #Insights Click To Tweet

Great companies understand the importance of insight generation and the challenges faced by everyone in developing them. This is why the best marketers search for greater collaboration. I always encourage the market researchers in my client companies to socialise with other departments, rather than sitting behind their computers all day. The best marketers already do this, do you?

I was encouraged to see that marketing have finally understood the importance of insights. In some recent research by Gartner CMOs selected market research and insights as just as important as marketing analytics and digital commerce (see graph below). Better late than never I suppose, but it always amazes me that marketing could put anything ahead of insights. After all, every action they decide to take should be based upon deep knowledge and understanding of the customers targeted.

actionable insights supporting marketing strategy

If you are struggling to develop insights that will truly resonate with your consumers or customers, then I suggest you follow these eight tips that I shared with my client’s marketing and insight teams last month.

Despite being some of the best marketers I know, they are still keen to progress their thinking and processes to embrace customer-centricity in every area of their organisation. This seems to be a trait of all successful companies, that they have a desire to improve and learn more. They never consider that they “know it all,” which is a reason I have often heard from businesses when I ask why they are not doing more to understand their customers!

1. Turn business objectives into customer-centric ones. If you are defining your objectives in terms of the business, such as increasing sales, beating the competition or increasing awareness, you are not thinking customer first.

Instead, identify what you want to change in terms of your customers’ behaviour or attitude, and you are likely to correctly identify the actions to be taken. When you think customer’ objectives rather than (just) your own, you are far more likely to meet with success.

2. Insight generation should start with customer connection. When was the last time you personally spoke with your customers? If it wasn’t in the last week, you’re not getting out enough! Make a habit of regularly watching and listening to your customers.

They are changing faster than you may realise, so it is important to keep your finger on the pulse of market changes. These days you don’t even have to leave your office. Market research interviews can be videos live and care centres are always answering calls from customers, so make a habit of listening in. For hints on how to observe your customers better, check out “Five Rules of Customer Observation for Greater Success.”

Insight generation should start with customer connection. #MRX #Insight #Marketing. Click To Tweet

3. Have regular contact with all other departments. It is impossible to really understand the business if your contacts with other groups are limited to meetings and presentations of analyses you have conducted or plans you have written. It must become a daily habit, so you are seen as the true voice of the customer / consumer internally.

Meet for a coffee, or go to lunch with someone other than your usual group of colleagues. These impromptu meetings will deliver big on understanding and will provide invaluable information from the perspective of other departments.

4. Get MRI to share their nuggets of information at every occasion. While they may present findings in formal meetings and presentations, I know that market research and insight teams learn a host of new things about the business every day. So why not share them?

Every project and analysis turns up more information than that for which it was designed. Somehow these learnings get lost, as they are not seen as relevant to the question in hand. However, make them a regular part of newsletters, Lunch & Learn sessions, or internal “Tweets” and they will surely inspire new thinking across the organisation.

Every MR project & analysis turns up more information than that for which it was designed. Make sure to share it. #MRX #Insight #Marketing #Brands Click To Tweet

5. Get into the habit of speaking with consumers at every chance you can. As already suggested, join in when research projects are being run, listen in to call centre conversations, speak to demonstrators and merchandisers, or even talk to shoppers at retail.

These connections can quickly become addictive, as they are for the best marketers in the most consumer-centric organisations. As an added bonus, the insight development process will become both quicker and less challenging for everyone.

6. Ask MRI to analyse more than market research information alone. They are the best synthesisers you have and can manage multiple data sets from all available sources. There is so much information flowing into organisations today that there is more data than even the best marketers can manage.

According to IBM, more than two-thirds of CMOs feel totally unprepared for the current data explosion, especially as it relates to social media. And in research conducted by Domo, a similar number of marketers claimed to be unable to handle the volume of data available to them. Ask MRI to help and you will both be better informed and also feel less overwhelmed.

7. Remember that insight development takes energy and time. Although my client’s teams got close to the perfect expression of an insight in just two short working sessions, it usually takes days, if not weeks or even months to refine, group and synthesise information down to an actionable insight. However, the right training and some simple tools can speed their development for even less than the best marketers.

If you’re interested in learning more, then we can provide fun training on many areas of insight development. Download our training brochure and then contact us so we can discuss your precise needs. All our courses are personalised to meet your specific requirements; no off-the-shelf trainings are ever given.

Get Your Training Needs Answered

 

8. Insight development should involve more than the insight team, which is why it is important for them to always be building their relationships with other departments. The alternative perspectives brought by the other groups will enhance the overall understanding of both the customer and the market situation you are looking to address.

So these are the eight tips I shared with my Japanese client during our workshop. Are you doing all of them, or have they given you some ideas on how to improve your own process? I do hope so.

If you work in marketing or even another department outside of market research and insight,  I would love to hear what you do to develop your relationships with MRI. Do they involve you in insight development or do they only deliver the results of their process to you? What could you and they do better to make insight development and customer understanding easier in your organisation? Add a comment with your suggestions below.

For more information on the training courses in insight development and brand building, please check out our website or contact us here. Let's have an informal chat about how we could support your brand building efforts and provide fun training days. We already do this for businesses in many industries all over the world. We love customers, consumers and clients and can help your teams know and understand them better.

Winning Customer Centricity

 

 

This post includes concepts and images from Denyse's book Winning Customer Centricity. It is available in Hardback, Paperback, EBook and AudioBook formats. You can buy it, usually at a discount, on our website HERE. Of course, the book is also available on Amazon, Barnes and Noble, iBook and in all good bookstores.

For Greater Customer Satisfaction, Should Marketers Answer Their Needs or Desires?

In 1943 Maslow proposed his theory about people’s needs in a paper entitled “A theory of human motivation”.

He used the terms Physiological, Safety, Belongingness and Love, Esteem, Self-Actualization and Self-Transcendence to describe the pattern of needs that motivate people. At the time he didn’t present it as a hierarchy, nor as a pyramid, but that has become the accepted representation these days.

Maslow's hierarchy of needs

While the hierarchy remains a very popular framework in sociology, management training and psychology instruction, it has largely been supplanted by attachment theory in clinical psychology and psychiatry. However since attachment theory is concerned with how people respond to hurt, separation and threat within relationships, it has less relevance for marketers.

All br ands, products and services should be designed to satisfy their target’s needs, so Maslow’s hierarchy seems a good framework to use, when defining on what your offer will be based.

If this interests you, and it should especially if your business is global or geographically spread as I will explain below, then here are the three steps for doing so.

1. Satisfying: Firstly identify which of the five needs your br and or service is looking to fulfill. Remember different br ands within the same category can play to differing needs, especially in terms of their communications. Whilst it is generally accepted that the lower needs must be satisfied before higher needs can be addressed, there are exceptions.

Think of consumers in poorer countries who will buy a TV over proper shoes and clothing for their children. In such cases status and in particular consumer emotions are playing an important role, but more of that later.

2. Resonating: Next develop communications for your target audience by incorporating solutions to their relevant needs. These will obviously resonate more quickly and easily with them than pure product or service information alone. They may also be more emotional and will therefore have greater impact on them.

Here are some good examples that I have seen in recent years of easily identifiable needs being addressed through advertising.

Knorr’s packet soup in the UK, based on needs of food, safety and love. See video

Cartier’s corporate campaign from last year, which marked its 165yrs, was appropriately named “L’Odyssée de Cartier” and is clearly based on esteem and self-actualisation.

 – Omo washing powder, one from a long series entitled “Dirt is good”, based on safety and love. See video

Peugeot car, based on self-esteem and status: See video

UK back seat safety belt buckle-up campaign, based on safety. Warning, the ending is violent! See video

Interestingly, all these are examples from a few years ago. Although newer examples are available, they are not as obviously based primarily on need states as are these ones. I believe one reason for this is the increase in the level of pure emotional content of current advertising. In fact all the above examples use emotions as well in addressing the needs they are looking to answer, which is perhaps why they performed better than many.

We find much more content today that addresses primarily desires rather than needs. One reason for this is that marketers have finally realized that people often buy out of desire and not because of a need alone. However, what makes it difficult for marketing to respond, is that people find it easier to speak about their needs or what they don’t want, than their desires.

Henry Ford apparently already knew this when he said:

“If I had asked people what they wanted,

they would have said a faster horses”

He resonated with them by providing a solution to their need of travelling more quickly, but in an exciting new way. A more recent quote with a similar sentiment comes from the late Steve Jobs of Apple. People often claim that he was against Market Research, but that was not true. He was in fact only against market research in which questions were simply being asked of consumers, an nd marketers were then responding directly to the answers given without further thought. As he was quoted as saying:

“It’s really hard to design products by focus groups.

A lot of times, people don’t know what they want until you show it to them” (>>Tweet this<<)

I believe he understood that it was better to respond to a consumers desires than to their needs. Look at Apple’s advertising; it has almost always been resonating emotionally rather than merely rationally with its target customers. As a typical example, check out their ad from last Christmas, a real tear-jerker called “Misunderstood“.

http://youtu.be/nhwhnEe7CjE

However, I know that many good examples of needs-based advertising do still exist. If you yourself have any representing identified human needs, then it would be great if you would share them in the comments below.

3. Going Global: Another advantage of using Maslow’s hierarchy of needs to position your br and / service, is that the same needs are felt by all human beings. That is why these communication ideas are often referred to as “Human truths”. This means that you are more likely to be able to successfully roll out such a campaign regionally or even globally, than if you were basing communications on local specificities alone. The examples above, although mentioned as being from certain markets, were actually all regional or global campaigns.

So coming back to the question asked in the title of this post, the answer is BOTH. To guarantee satisfaction, your customers must feel that you really care about them, truly underst and their needs and that your offer also resonates with them emotionally. If you are successful in doing that, then your communications will be understood without any effort on their part. It will be so obvious to them and they will simply identify themselves with what is being shown. Furthermore, an emotionally charged ad is more likely to be shared with their friends on social media. An important additional benefit that is particularly appreciated today.

If you believe that your communications are not appropriately addressing your target customers’ needs AND desires, then please contact us. We have some great case studies from some well-known br ands that we can share to inspire and support your own improvements. You will also be excited by the unique methodology we use to underst and the meaning your customers take away from your ads.

This post is based on a much shorter one that was first published on C³Centricity in September 2011.

C³Centricity used images from Dreamstime and Microsoft in this post.

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