Information overload increases by the day, so how do organisations become smarter in order to engage with their stakeholders such as customers, prospective customers, users of a public service, employees…
Email boxes are now crammed packed with notifications of the latest offers, on-demand TV allows viewers to skip past ad breaks, we have internet streamed music with preference built play lists with no ad interruptions, there are text message notifications to overcome the issue of more and more people not opening their mail, we have internet adverts that follow you around online …. those who are responsible for engagement have a difficult task at hand to understand which channels and what messages are right to yield the desired results.
A one size fits all approach didn’t work as effectively as a targeted communication campaign 10 years ago, so now with all of the rapid and major changes in how we communicate, this approach has very little impact.
Segmentation is more important than ever and is applied and used by large retailers extremely effectively due to most transactions taking place online and data collected as part of the process at point of sales – this is known as ‘big data’.
It’s not all about demographics either. We can’t assume all those 65 plus have the same preferences e.g. silver surfers Vs. traditionalists. There is huge diversity within demographic groups now and without behavioural segmentation to give a true understanding of what makes your audience tick, your communication will likely fall on deaf ears.
Getting our hands on this data can be extremely difficult. If your services aren’t all about online purchasing and point of sales, this makes it even trickier. It’s not uncommon for organisations particularly within the utility, public sector, healthcare, housing and education sectors to have collated large databases of various stakeholders including customers, but have great difficulty in segmenting it to communicate more effectively in order to improve engagement.
Market research is fundamental in understanding key groups and to start the process of an effective segmentation strategy based on behaviours and preferences, allowing us to talk the same language with the right benefit messages using the right channels to our intended audience.
Our team work with a range of organisations across sectors, particularly where segmentation isn’t as straight forward. Our mix of research, marketing and data specialists will build a programme of research and segmentation strategies to help your business become more effective and smarter in engaging with stakeholders.
We have produced an infographic for anyone thinking about how they can better understand their audience: