Have you ever wondered what the customer is doing at the time they are looking for your product or service – the customer scenario? This very much depends on the type of service you offer or the nature of the product you sell.
The emergency plumber.
If you provide an emergency plumbing service, then the customer scenarios are most likely an individual who is in a hurry because when else would they be looking for an emergency plumber. What technology are they using? It may be a mobile phone because they have turned the electric off in their home as there is water pouring from an attic tank and it is coming through the light fitting in the middle of the celling. No PC and no router to use their tablet.
What are they looking for?
The history of the company? The mission statement? or are they interested in the fact that you support the local junior football club? Not likely.
They are in a hurry. Their life is on hold and they want to get onto a plumber as soon as possible to get the problem sorted and they can get back to their lives.
So, what are they looking for? They want a local to them plumber and a telephone number that puts them in touch with a plumber no matter what time of the day it is. They want to speak to that person and get them to call out as soon as possible to fix their leak.
Now it is your turn.
Think about the reasons why a customer would be looking for your products or services, what sort of lead time are they expecting before purchasing. What are the stages of the path to task completion for them? Think it through and make notes in the persona for the customer group you are working on.
That should keep you busy this Monday.
If you would like help in developing your online strategy get in touch with PelaTis Online. Complete the form on the left of this page and we will be in touch with you shortly.
About the Author
After 23 years working in electronics, production and mechanical engineering fields Nigel has spent the last 18 years working in the field of business development specifically on the internet.
Being at the start of the digital economy, Nigel has adapted and applied the principles of business development to the rapidly changing scene of the internet. With it the creation of new business models that work for clients had been his objective.
An author and digital business speaker his book “Getting a website that works for your business” has helped hundreds of SME business owners understand the principles of online success.
Today Nigel runs a digital consultancy PelaTis Online Ltd an independent eBusiness consultancy working with retail, manufacturing and service businesses. His insights and understanding of the way the internet works and the direction it is going in makes him the go to consultant for online business success.