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How to Create Segmented User Experiences

How to Create Segmented User Experiences written by John Jantsch read more at Duct Tape Marketing

Your business doesn’t serve a homogenous customer base. Unless you’re an incredibly niche service, it’s likely that you have at least a handful of types of people who benefit from your products or services.

Because these types of customers are different from each other, they won’t all be won by the same kind of messaging. That’s why it’s helpful to create unique user experiences on your website that speak to each segment of your overall customer population.

Here’s what you must do to create a more personalized, segmented user experience for your website.

Create Target Market Personas

First thing’s first: You need to figure out what the segments of your larger customer population are. There are a number of ways to break an audience down into distinct buyer personas, and it starts with data. This might be data from your CRM, email service provider, website, or social media analytics.

Start looking for demographic and behavioral trends. Are there certain age groups, genders, or people from specific locations that do business with you? If you’re a B2B company, are there industries you work with often, or are your point-people in a particular department, or do they hold a specific job title?

Behavioral trends can help, too. Are there certain pages on your website that nearly everyone visits before they become a customer? Is there a particular email campaign that drives a lot of prospects to set up a sales call and eventually convert?

Finally, take a look at how these demographic and behavioral data points overlap. Is there a specific age group that responds well to a certain section of your website? Does your social media page generate a lot of interest from people in a particular geographic area?

If possible, it’s also a good idea to conduct some interviews with your existing customers. Hearing straight from the source about what problems your client solves and why they chose your client over their competitor can help you hone in on some of the other elements of the customer personas.

Once you’ve gathered all of your information, you can create your composite sketch of each type of their ideal customers: Who they are, what they need, and what they expect from you.

Allow for Self-Identification

Now that you understand who these different segments of your audience are, you can begin to create different messaging and experiences for them on your website.

The easiest way to ensure that each customer ends up on the path that’s intended for their persona is to allow them to self-select into the appropriate segment on your website. Websites do this all the time to great effect. Let’s say you own an architecture firm, and you handle both residential and commercial projects. On the homepage for the website, build a splash page with two separate buttons—one for those interested in each type of project.

Each button will take the visitor to a separate homepage for that specific audience, with a navigation bar that speaks to their needs (i.e. those who click on residential will see the portfolio for homes the architect has designed, and informational content about the process of undertaking home renovations).

Design Unique Landing Pages

I’ve already covered one instance in which unique landing pages can work on your website to speak to different audiences. This is also an effective tactic when you’re driving traffic from ads to your website.

Take, for example, a paid search campaign. Let’s stick with the architectural firm example and say that within your commercial work, you have two distinct personas: You work regularly with private schools and non-profit organizations. You design a Google Ads campaign targeted at private school leaders and board members. When they click the ad, rather than taking them to the generic landing page for commercial projects, why not create a landing page specifically about your work with other schools?

This customized landing page is effective in immediately addressing the pain points of your distinct persona. That board member of the private school might be somewhat interested in your work for other types of commercial properties, but when they see right off the bat that your architect has designed beautiful spaces that address the specific needs of a client in private education, that prospect feels an immediate connection to your work. They feel seen and understood, and you begin to immediately build trust.

Select Channels Based on Audience

Once you’ve captured the attention of each segment with an effective strategy to get them onto your website, continue to dazzle them with content that speaks specifically to their needs.

Of course, you want the meat of the content to be relevant to the audience. That means topics that matter, filled with advice and helpful information, rather than sales pitch after sales pitch.

But in addition to considering what you’re going to cover in your content, you want to think about how you’re sharing it. Typically when people think of content, they think blog posts, but there’s so much more to it than that: Podcasts, explainer videos, webinars, infographics, and ebooks—there’s a wide variety of ways to reach your audience.

For example, did you know that video, while a popular medium with all consumers, is even more effective with Baby Boomers? It might surprise you to learn that they watch 10 percent more videos on YouTube than Millennials. Meanwhile, Millennials and Gen Zers outpace Boomers and older generations when it comes to podcast listening.

So while you want to be providing a variety of content to each of the segments of your audience—because no one wants to be greeted with the same content format over and over again—think about ways you can lean into certain types of content for specific personas.

Invest in Hub Pages

Hub pages do a lot of good in organizing content on your websites. In addition to giving you great SEO juice and breathing new life into old content, it can also establish thought leadership in specific areas that are important to your different personas.

Let’s return to the architect example. If you know that your commercial clients are mainly in the private education and non-profit worlds, it makes sense to build hub pages around those two areas. One hub page can be specifically for that private school audience and include content that speaks to topics like fundraising and budgeting for major capital improvements, planning your construction around the school year, and designing a modern education building that speaks to what today’s parents are looking for.

Different segments of your audiences will have different needs and expectations when it comes to what they’re hoping to get from your business. By identifying these different buyer personas and creating specific customer journeys for various groups, you get a better chance at directly addressing pain points, building trust quickly and efficiently, and moving new prospects towards the sale even faster.

5 Types of Video That Improves Marketing Content

5 Types of Video That Improves Marketing Content written by John Jantsch read more at Duct Tape Marketing

Video content is a hot topic in marketing circles. We’ve been seeing studies for years now that video is the way people want to consume content. Search engines continue to reward businesses with video on their homepage with additional traffic. So if you haven’t yet embraced video, now is the time to start.

Oftentimes when people think of video marketing, they think of social media content. While there’s certainly a great case to be made for using video on social platforms (and lots of ways to do it!), incorporating video across other marketing channels is just as essential.

Here, let’s take a look at the five types of video content that can be added to any business’s marketing system. This will allow you to tell your brand story in a dynamic, engaging way.

1. Brand Story

Every brand has a story. Lots of entrepreneurs have fascinating tales of how they got the idea to start their business and the journey that they went on to get that business off the ground. But when we talk about core story, it’s not about where the brand has been, it’s really more about the customer’s story.

Every brand has a problem that they solve for their customers. It’s their own unique approach to solving the issue. This is what attracts customers to the business in the first place and keeps them coming back time and again.

Creating a video that tells your core story is a great way to establish trust immediately with prospects. A strong core story outlines a prospect’s problem, paints a picture of a world where the problem has been solved, and then offers up your business as the solution to the issue.

Putting a video like this front-and-center on your website sets you up for success with prospects. Not only do prospects feel seen and heard by what they’re seeing in the video—this is a brand that really gets my problem!—they also have a sense of connection with the people behind the brand.

When the business owner gets on camera and talks directly to their prospects about how they address their big concern, this wins their trust and builds a human-to-human connection from the get-go.

2. Service or Product Videos

You have gotten the attention of a prospect with your core story. Next, your prospect might want to learn more about the specifics of how your business can solve their problems. That’s where product or service videos come in.

It doesn’t matter what kind of business you run. A video showcasing your offerings can help to dynamically demonstrate all the pros of purchasing your product or service.

For more complicated products, like a new software system or a tool or machinery that requires some set-up, product videos can help eliminate some of the fear that a prospect might feel about purchasing a complex product. When they see how easy it is to set up and use in the video, they’ll feel more confident in their ability to do it on their own.

The same is true of videos that feature services. Let’s say you are a car mechanic. People are often distrustful of car mechanics, thinking they’re able to rip people off because most of us don’t understand how a car actually works. A service video, where the mechanic walks viewers through the standard inspection process and points out potential red flags along the way can help to eliminate prospects’ fears that they’re a scam-artist mechanic.

Even for simple products, video can help to bring the item to life. A product video for a children’s construction toy that shows the features of the completed model might sell a parent on the purchase. Or a video on a clothing e-commerce site, showing a model walking back and forth in items of clothing can give viewers a sense of how the shirt or pants look and move on a real person.

3. Client Testimonials

Testimonials, reviews, and case studies all play a similar role in the lead nurturing process. They offer social proof that your business is as good as you say it is. Of course, you have a vested interest in selling your business as the best business out there in your field. That is your job when you have your marketing hat on, after all! But customers don’t owe a business anything. Glowing feedback from customers demonstrates to prospects that the hype is real; you are as good as you claim to be.

Written reviews and testimonials are great, but videos can help to elevate that connection. By showing prospects an existing happy customer, you give them a taste of what their life could be like if they hired you. If you’re looking for tips on how to get the most out of your interview with one of your happy customers, check out these steps for putting together an effective case study.

4. Frequently Asked Questions

Let’s face it, scrolling through dozens of questions in a standard FAQ page is boring. Why not create the most engaging FAQ page possible by incorporating video answers onto the page?

This is also a great opportunity to get a number of people from the company involved in the video creation process. Have someone from each department get in front of the camera. They can each record a handful of answers to the FAQs that are most relevant to their role at the company.

First, this is a fun activity for the team members who participate. Additionally, it provides you with the opportunity to introduce prospects to even more of the faces behind the business. And the greater the sense of familiarity and personal connection you can establish early on, the more you will stand out in terms of trust and likability.

5. Personalized Sales Videos

Once you have won prospects over with great video content on your website, it’s time to take things to the next level. Encouraging your sales team to use one-to-one video in the sales process allows them to embrace personalization.

Using a tool like Loom makes it easy for even the least tech-savvy sales team in the room to record and send videos. Creating a personalized video, where they address the prospect by name and speak to their specific concerns and questions, makes that prospect feel special. They think, “If this business went through the trouble to record a video just for me, can you imagine the lengths they’ll go-to for me if I become a customer?”

Video content can play a role throughout all stages of the customer journey. Video can be critical to establishing trust, building a personal connection, and moving prospects down the hourglass towards their first purchase.