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Customer segment profiles – how to make your customer the hero

Example of a customer segment profile for a hypothetical customer for adventure holidays called Lonesome Lukas

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Why read this? : Customer segment profiles help you define and describe your target audience. We share how to put one together and how to use it. Learn why being able to describe your customer makes your marketing activity work better. Read this for ideas on how to make the customer the hero of your brand’s story. 

One of the most important decisions in brand strategy is which customers to target. This targeting decision shapes much of your brand identity. You build your brand to appeal to your target audience. That then shapes what’s in your marketing plan, and what you do in your brand activation.

The clearer your target, the more focussed and relevant your marketing activity will be. 

Customers are more likely to choose brands which “appeal to people like meover brands which “appeal to most people”.

Different customers have different needs. You need to choose a need to focus on.

Appealing to every customer isn’t practical. And it rarely works, unless you already have high awareness and a broad range.

But most brands have limited awareness, and a narrow range of products to offer.  

Appealing to specific groups of target customers is a more effective use of resources. It reduces wasted effort and drives more brand choice. 

The targeting decision is part of the segmentation, targeting and positioning process you go through when creating your brand strategy.

Segmentation, targeting and positioning - the short version

This process helps you clarify who you’ll go after, and how you’ll do it. 

First, you go from looking at “all customers” to identifying specific segments of customers. Then you analyse the segments to work out which is the most attractive. Then, you define your brand positioning to go after the most attractive segments. 

You start with the total market of customers (the ‘universe’ as it’s sometimes known). That’s everyone who could buy your product.

Segmentation is when you break this down into smaller segments.

3 steps of the process - Segmentation - divide the total marketing, targeting - pick the most attractive, positioning - build your brand

These segments share common buying characteristics like demographics, occasions (where and when they buy), and needs and wants

Targeting then evaluates each of these segments against a set of attractiveness criteria. For example :-

  • How many customers in the segment?
  • How much do they spend?
  • What’s their frequency of purchase?
  • Are there many competitors who go after that segment?
  • Is there a competitor who already dominates that segment?

You use these criteria to give each segment a score. The higher the score in your attractiveness model, the more potential it has. 

Once you identify your target audience, you next define how you’ll compete in that  segment. You do this with a positioning map and a positioning statement(see an example in our positioning for e-Commerce businesses article). 

The statement defines your target audience, the category (also called the frame of reference), your key benefit, and your justification for that benefit (also called the reason why and reason to believe). 

Our segmentation, targeting and positioning guide covers this full process in more detail. In this article, we focus in on one specific part of the process – the customer segment profile.

Customer Segment Profile - what is it?

The Customer Segment Profile is a single page summary which collates relevant information about your target customer. It should include demographic, occasion and needs-based customer facts  you’ve found via market research.

It plays 3 key roles in brand strategy.

First, the customer segment profile forces you to spend time on customer understanding.

This is marketing time well spent. 

To complete a profile, you need to do market research to collect facts about customers.

This is a good thing.

You also have to show empathy for the customer. You need to imagine life from their point of view and get into their heads. The profile forces you to describe what the customer thinks, feels and does.

Blond woman partially hidden behind a leafy bush

These are also all good things. 

Second, the customer segment profile creates a single definitive view of the customer. This means everyone who works on the brand has a common understanding of customers, and what they need.

You should share the profile with marketing agencies and across your marketing, sales and customer service teams. This helps build consistency and sets up common goals for your marketing activities.

Agency creative teams should use the profile to create more relevant advertising. Media buyers should use it to find the most relevant media channels.  

Finally, the customer segment profile also helps you evaluate your marketing activities. You use it as reference to check customer needs are being met when you review marketing plans and marketing agency proposals. 

Plans and proposals which don’t meet target customer needs won’t work. You need to re-do them, or find a new target customer segment profile for those activities. 

Customer Segment Profile - How do you pull one together?

Because the customer segment profile is usually a single page, you have to be concise, decisive but also inspiring. It’s a challenge to balance all 3 factors in how you describe the customer. 

You normally start with a blank customer template, similar to the one from the customer experience process.

Consider this a starting point though. There’s many ways to build out the profile. What you include depends on your market research, and your brand and category context

Customer Experience Personal Template Blank.001

Start by gathering market research. Look at what you already know about customers. Decide if you need to carry out more research. Filling in a customer segment profile often generates research questions to plug into your market research process. It usually needs specific segmentation research

The main purpose of the profile is to bring the segment to life. Often, describing one representative person from that segment works better than trying to describe the broader group. It’s easier to visualise one person who represents the bigger segment, than a whole segment. 

Include relevant facts about the whole group by all means – how many customers, and how much they spend for example. But help people recognise the type of person the customer is. Be concise and specific. 

There’s a great advertising copywriting rule, that copy sounds better if it feels like it’s talking to one specific person (the customer). Even if it’s really talking to a broader group.

You want the customer to feel like you’re talking directly to them, so make sure your profile describes the customer as if they were a real person. 

Customer Segment Profile - Use images

Relevant images of customers (real or proxy) can also be a great way to bring the profile to life.

People find it easier to visualise customers when they can see their faces. This image doesn’t have to be an actual customer. You can look through online stock images or people images in magazines.

It’s more important you can point to the image, and say “that’s what the target customer looks like”. 

If they’re happy, show them happy. If they’re angry, show them angry.

Man with hands behind head and a frustrated look on his face

You can also include other images if relevant and you have space. For example, other brands or products the target customer might like or use. If you’ve done qualitative research, you might have images of actual customers from that research. Use them in the profile.

For example, we’ve seen food brands use images of people eating, cooking or even storing the product to bring the profile to life. What people keep in their fridges and pantries reveals a lot about them. 

Look for the most relevant images that bring your profile to life. 

Customer Segment Profile - Give them a name

It also helps to give the segment a name. Something creative beyond a basic Segment A, Segment B etc. 

Naming the segment gives them more of an identity. It makes the segment feel more like a real person. Ideally, the name should also help articulate what they want or need, or how they do things. 

Sometimes, a segment name jumps out from the market research. Other times you may need to fill in some or all of the the customer segment profile first, before you think of what to name them.

Try to be creative and have fun with it. The name needs to sum up the segment, but also be memorable and distinctive. It’s common to use alliteration in the name like Cheerful Charlie or Luxury Loving Louise. We’ll share some more examples like this later.

Customer Segment Profiles - Who they are; what they think, feel and do and why

What goes into a customer segment profile differs between brands and categories. But, broadly, we’d expect to see a mixture of demographic, behavioural and attitudinal (needs and wants) information. 

Demographic information

Demographic information includes factors like age, gender, household income, family status and, if relevant, information about their living and working arrangements. 

Not all of these factors will be relevant to the buying decision. You don’t need to include all of them. But try to include enough of them to help the reader visualise the target customer.

For example, we’ve worked on alcohol market segmentations. In this category, age and gender have an impact on what people drink. Think about what, why and how women in their 20s drink for example, compared to say men over 50.

Occasion-based information

Occasion-based information includes when and how often customers buy, or where they make decisions. For example, the time of day or day of the week for regular purchases, (like food items) or time of year for more infrequent purchases (like insurance and holidays). 

Location can be an important factor in many categories. In our alcohol segmentation for example, what people drank at home was often different to what they drank in a bar, or at a restaurant 

Attitudinal information

Finally, your customer segment profile should also include some attitudinal information. What do they think of products in your category, and what motivates, or inspires them at a broader level? What are the key needs and wants that are relevant to the purchase decision?

Beyond these three segmentation factors, you also want to include any information that brings the customer to life. Be specific and creative. 

For example, if you have information on their media behaviour (say, which channels and shows they watch), this helps people visualise the customer. Or, if you know what customers do in their spare time, include these, as hobbies and pastimes can be very descriptive. People who play rugby for example will probably be different from people who play chess. 

Customer Segment Profiles - What does it need to do?

As you fill in the customer segment profile, keep in mind how it’ll be used, and who’ll use it. 

Remember, the profile has three key roles – it makes you think about the customer, it builds a single view of the customer, and you use it to to validate your marketing plan and activities

The profile needs to be a clearly written summary to fulfil these three roles. To write the customer segment profile, you need strong writing skills and know how to tell a good story. The profile is basically the story of the customer on a page. 

Close up of a Superman lego hero figure against a dramatic red sky background

Create the hero of your brand’s story

In our guide to brand storytelling, we share that every brand’s story has the customer as the hero (or heroine). In the best stories, the hero (customer) always face a problem or unexpected change. That’s where your brand can help. Storytelling can add a lot of value to your marketing

Think about the story of the customer segment profile as if you were creating a hero character for a movie or book. Except the movie or book is actually your brand’s story. 

In fact, it’s worth looking at how movies and books create great characters. These professional storytellers create characters for a living. You can get inspired by what they do to create great customer hero profiles.

These are fictional characters, but the creators make them feel real. Try to learn from how they do that.

Think about characters from movies and books who are particularly memorable and relatable. Which ones stand out for you? Can you use them for inspiration to tell the story of your customers? 

What about some examples? Well, let’s share some of our own inspiration from fictional characters to create some customer segment profiles. These are a mash-up of some actual customer segments, with a little Hollywood inspired spin to bring them more to life.

Segment profile example 1 - Lonesome Lukas

Our first segment profile is for an adventure holiday business. You know the type of thing. Wild water rafting, bungee jumping and generally going places sensible people don’t.

But lots of businesses offer that.

So, let’s say we’ve developed a unique position where the the holiday is also linked to a higher purpose.

Each holiday also involves getting involved in some sort of charity work. Adopting aardvarks in Angola. Building beach houses in Bali. Constructing communes in Cuba.

An example customer segment profile completed for a customer called Lonesome Lukas. Includes their story, goals, habits, pains and influences.

You know the sort of thing.

We’re looking at a target audience that likes adventure, but also wants to serve a higher purpose. Let’s call this customer segment profile Lonesome Lukas. 

He’s a young man, bored with his current life. Life’s passing him by. He feels the need for adventure and excitement. 

He also has a strong sense of duty to do the right things by the people he cares about. 

He’s skilled with machinery and equipment, and loves anything that goes fast. Though he has some family issues, the opportunity to form new alliances and reaching for the stars appeals to him. 

There’s a lot a writer, or advertising creative could do with this character / customer description. For example, you’d really focus on key emotional elements like “seeking adventure”, “doing the right thing” and “reaching for the stars”

Our combination of adventure holiday and charity work would be a great fit for Lonesome Lukas. In fact, it wouldn’t be hard to force our communications on this target customer. 

Segment profile example 2 - Defender Dionne

Different category and business now. Let’s imagine we run a new perfume brand, that’s positioned to bring out women’s inner strength.

(we know that might sound far fetched to some readers, but just go with it. It’s the sort of thing that many brands aim for.)

Defender Dionne is the epitome of the empowered and strong woman.

She has a strong sense of right and wrong. She steps in and protects those who can’t defend themselves.

Example of a customer segment profile for a hypothetical customer for perfume called Defender Dionne

Dionne’s a selfless defender of good causes, women’s rights and truthfulness. 

Her interest in Greek mythology, antiquities and role as a museum curator give her a unique insight into the world around her. 

Clearly, she’s a good target audience for our perfume brand. 

(Alternatively, if we were being less tongue in cheek, she’s a good target for our feminist political movement. But perfume brands always seem to keen to jump on any female empowerment bandwagon going, so let’s stick with that). 

From her lifestyle choices, it’s clear fashion and exercise are big parts of her life. There’s obvious ideas for creative messages, which our brand could use in its advertising, media and public relations activity.

There’s an opportunity to appeal to her need to make people feel safe and protected. Our marketing could aim to help with her obvious pain points of ahem, evil, criminal, sexist bullies. 

Maybe we should turn our perfume bottle shape into some sort of jewellery that doubles up as a weapon, for example? 

Like some bracelets. Or a tiara. 

Of course, we’ve got to make this segment feel more approachable. Not everyone’s a super hero after all. That’s why our segment profile includes more fun stuff like running an Etsy store, and her like of cosplay. 

With this profile, you’ve a clearer picture of this woman, and no longer have to wonder what she’s like.

Segment profile example 3 - Jaded Julian

Final category and customer segment profile. For this one, let’s jump into the enthralling, hectic and all-action world of financial services. 

Jaded Julian is at a crossroads in his life. His mid 40s are proving tough. 

He’s a master at his job. But it just doesn’t fulfil him the way it used to. In fact, he’s the epitome of the guy going through a mid-life crisis.

He’s wondering what’s left for the rest of this life. He doesn’t want to end up like some cliched character out of a pulp fiction book. 

Example of a customer segment profile for a hypothetical customer for life insurance called Jaded Julian

Clearly, now’s the time to sell him on our financial services like life insurance, and retirement plans.

(Though dry cleaning and car valet services would also possibly be an another appropriate category.) 

Julian knows how to tackle awkward situations. To some people, he seems intense and has anger management issues. But, really, underneath he’s a caring and philosophical kind of a guy. 

Like most people, he has weird quirks. He likes eating burgers for breakfast, and drinking other people’s tasty beverages for example. 

He has a low tolerance for people who don’t get what he says. The customer experience on our insurance forms for example would ideally have short questions. It wouldn’t ask him to repeat information. That would make Julian angry. You don’t want to see that.

Julian’s also hates people who take things that don’t belong to them. But he also realises life is tough. There’s plenty of unfortunate bumps in the road. Life can get messy. 

Though his attitude, and his wallet might suggest that he’s a bad mother f*cker, he’s really a spiritual guy. He’d swear on the bible, his goal in life is to be a shepherd to help others along the path. 

And he’ll strike down with great vengeance and furious anger anyone who gets in the way of that. 

Customer segment profiles - Conclusion

Customer segment profiles are a key part of the segmentation, targeting and positioning process. They help you describe your ideal target customer. 

These profiles force you to collate facts, ideas and thoughts about the target customer. With them, you have a clear summary so there’s a consistent collective view of target customer.

That reduces a lot of arguments and differences of opinion. You use the profile to check all your marketing activities for relevance to the customer. 

An apple pie cut into six segments with one segment pulled out on a slice

Customer segment profiles are a combination of images, a meaningful and relevant segment name, and key demographic, occasion-based and attitudinal facts and statements that bring the segment to life. 

Think of customer segment profiles as if they were descriptions of the hero from the movie or book of your brand. Look at how great characters come to life in movies and books.

Customer segment profiles, like great characters, need to feel like real people. That includes all the good and bad stuff that comes with real people.  

Check out our guides to segmentation, targeting and positioning to find out more about customer segment profiles. Check out our storytelling guide for more tips on how to bring your customer hero to life. And of course, contact us if you have specific questions on either segmentation or brand storytelling. 

Photo credits

Woman peeking out from bush : Photo by Sharon McCutcheon on Unsplash

Coffee cups : Photo by Nathan Dumlao on Unsplash

Angry Man : Photo by Usman Yousaf on Unsplash

Superman hero figure : Photo by Esteban Lopez on Unsplash

Pie segmentation : Photo by Dilyara Garifullina on Unsplash

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