Case Study: How a customer analysis saved thousands for a B2B client

consumer-analysisLooking for the “wow” factor in your business is not always about what you want your company to be for your customers, but very often, it is more about what your customers value about your company. As a first step to creating powerful strategic marketing plans, we always recommend market research to our clients. Market research, specifically customer analysis, is the most powerful tool marketers have for really finding out first hand exactly what your customers value and why they choose you over your competitors.

Many companies want this business intelligence and feel they can “do it themselves” with an email survey or direct mail piece. Well, with almost 20 years in the business, I can tell you that research obtained by “doing it yourself” is truly invalid research. Research needs to be conducted by an unbiased third party who can listen and respond without prejudice or emotion.

I’d like to share with you the big wow factor that came as a result of the research we conducted as the first leg in a strategic marketing project. We’ll call this company ABC Consulting. Prior to our engagement, they were about to “press the button” on several online marketing tactics including investing heavily in a new website with interactive capabilities and launching into social media networking sites. We convinced the client to “hold off” on implementing these tactics until after we conducted a competitive analysis and customer analysis. They took our recommendation and decided to hold off and are eternally thankful that they did. It is true, as with most qualitative research, that the truth lies in asking the “right” questions and so we personally spoke to our client’s customers, asking them a host of custom questions to determine not only what they value in the service they are receiving, but how they feel what they are getting differs from other competitors.

There was not one customer we spoke to that values online communication, stating that they never visit ABC Consulting’s website, and have no need for social media. What do they value? Personal calls, face-to-face meetings, etc. The result of this research is a 180 degree shift from what our client had determined was what their customers’ wanted. As I have said in many of my blogs holds particularly true here: no tactics before you understand who your audience is, and what they value. If our client had executed their online tactics, what type of success do you think they would have had? My guess is none, as their customers never visit their website and new customers search for this service in other ways, but not online.

The research revealed many values, behaviours, wants and needs of ABC Consulting’s customers and competitors, but none stronger than a 180 degree shift in thinking!

With this research in hand we are now able to develop a targeted and strategic plan, rooted in solid research, and our client will save the thousands of dollars they were about to spend on the wrong tactics: tactics that were rooted in guess work and marketing pressure to conform.

My take-away for all business owners is to take the time to get to really know your customers, NOT through your own personal dealings but through someone else’s eyes and the result could be a game changer!

When was the last time your company conducted third party qualitative research? Do you think you need to conduct research before you execute a new marketing initiative? Are you willing to try new tactics without knowing what your customers value? I look forward to you sharing your thoughts in our comment section.

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