When I decided to “take a break” from years in marketing to build my business acumen the wild world of product management, I came to question can one truly take a break from marketing?
My decision last year to embark on this new journey, to take on new challenges in a new world we called customer segment management was exactly that – a journey with new challenges that seems to have been all to familiar.
What I learned was that I truly never left “marketing.” I may not have been in the org, or had the title, but the practices and applications of the science (yes – it is a science) that I formed over the years are so engrained, I could not possibly avoid them. The practices and applications of everything from Content Marketing, Blogging and Social, to Brand Marketing, Marketing Strategy and everything in between translated to customer segment management. The very marketing principles I leaned on not only still apply, but empower me when engaging 1:1 with customers:
- Know your audience – not knowing is a waste of time
- Always be listening – people don’t want to be heard, they want to be understood
- Always be exploring – curiosity is where knowledge starts
- Always be discovering – markets are mysteries waiting to be solved
- Never stop creating – without a story, you’re just telling (no one likes to be told…)
Know your audience is the cardinal rule of Marketing 101, yet I cannot stress how little attention is paid to actually knowing the customer. Maybe knowing the customer is too vague and subject to interpretation. Perhaps we should try to “be” the customer. When you put yourself in the world of the customer, you being to realize what their challenges really are – what they care and don’t care about. What makes them tick.
Always be listening comes off as obvious, but there is a big difference between hearing and listening. I found that there are things customers will tell you openly, and things that they might say with a bit of reservation. Document everything, synthesize all of the disparate data points you’ve captured, and a picture will start to form in your head. The picture helps you begin to actually start knowing your audience.
Always be exploring is when those pesky questions and ideas start to form in your head. Don’t allow them to be passing thoughts. Write them down. Think about how you would go about answering them and start digging. What I found is that the more I dug, the more questions I had, the more exploring I did, and the clearer the path became to discovering opportunities. Which brings us to the next principle.
Always be discovering is about mystery solving. I like to think of markets as mysteries. Some we realize all too well, and some are mysteries yet to surface. Our goal as marketers is not only to solve the mystery, but uncover new ones we can solve. The beauty is that if you are always listening and exploring, and you know your audience, this becomes a heck of a lot clearer – not easier – but clearer in terms of a path to discovery, to solving the mystery. That path may take you all over the web scouring for data points. It may take you to more customers, new types of market research, or social media, forums, and customer hangouts. Like any good detective, don’t leave any stone unturned that may help solve the mystery.
Never stop creating is all about storytelling. Storytelling can captivate an audience. It can pull them in and entice them into a conversation or discussion, and that’s what we want whether it’s 1:1 with a customer, or in social media with many customers. Discussions support our knowing the audience and ability to listen which means we can explore, discover, and create more effectively. Presenting, on the other hand is simply telling. What’s worse than sitting in a room listening to someone tell us about their products and services. We all have sat through those meetings, and they rarely lead to anything (getting back to know your audience).
Marketing is just as much telling a story to create customers as it is listening to the stories your customers are telling you.
Image of my pup Lucy taking her own break.