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Use Contentsquare to understand how different users behave
Create meaningful customer segments to get fast, relevant insights about your most important users with Contentsquare.
If you could write a personalized note to each of your prospects and customers, you would. You’d tell them exactly why they should buy your product or service, based on their love of heavy metal music, their career as a video editor or their home in the mountains. But with an audience of hundreds or thousands, it’s not always that easy.
Creating segments of customers with similar characteristics is an excellent first step in nailing your sales and marketing strategy. The next step—conducting customer segmentation analysis—helps you deeply understand your customers and optimize their experiences with your brand.
Use Contentsquare to understand how different users behave
Create meaningful customer segments to get fast, relevant insights about your most important users with Contentsquare.
Customer segmentation analysis is the process of assessing how your customer segments perform. This gives you a clearer picture of who your customers are and what they want.
Through customer segmentation analysis, you discover what drives some groups to make more purchases and how to better address the pain points of underperforming segments. You learn how to speak directly to different customers’ interests and preferences—leading to higher engagement, better retention and more sales.
Let’s look at how to conduct customer segmentation analysis in five steps.
Performing customer segmentation isn’t too hard once you choose a customer segmentation model (like geographic segmentation or behavioral segmentation) and start collecting data.
Pull together information on how your segments performed from sources like
Collect customer data across different channels, tools, software, and platforms for the most comprehensive picture of your users. A segment might behave one way on social media but another way on your website. Understanding how and why customers in a segment act the way they do helps you learn how to best meet their needs in the future.
Create visualizations and reports
Once you’ve gathered your data, you need to put it in a format that’s easy to understand and share. To do that, filter your data by segment to create visualizations and reports.
For example, say you want to learn how users in different segments engage with your website. Hotjar, part of the Contentsquare group, offers color-coded heatmaps to help you visualize aggregate click, scroll and move data. Use filters, powered by Hotjar, to create special heatmaps based on user attributes, like your user’s role or the country they live in.
Hotjar filters let you create heatmaps for segments to learn how specific types of users interact with your website.
Deciding how to evaluate your segments can feel overwhelming—but there are dozens of ways to measure a user group’s success.
The best way to start is to think about your company’s goals and objectives—the things that matter most. Then, look at the correlating key performance indicators (KPIs) for each segment and compare them to your company’s goals.
Here are a few of the most common customer segmentation KPIs:
💡Pro tip: consider splitting a customer segment if the data for that group doesn’t make sense. Say you notice that half of small business owners really love your product, and the other half are strongly dissatisfied. You might want to conduct further analysis to see if you should refine this group further. |
Now that you’ve compared your segments against business objectives, take a look at how different segments compare to each other.
Then, ask yourself questions like
After each question you ask, follow up with another one—’Why?’ This simple question allows you to dig deeper into what makes your ideal customers tick so you can replicate a segment’s successes and prevent future issues.
Analyze customer journeys by segment
Use Contentsquare’s Customer Journey Analysis tool to visualize and compare how different segments progress through your site from start to finish.
Sort journeys by channel, persona or campaign. Then, analyze these journey visualizations side by side to quickly compare how different customer segments navigate your website. This helps you understand their intent and the nuances of their behavior so you can build better experiences for them.
Compare customer journeys by segment with Contentsquare’s Customer Journey Analysis tool.
Open a line of communication with your co-workers during the customer segmentation analysis process. This keeps them in the loop and allows you to validate and expand your thinking.
Your peers have their own unique experiences with your company’s target segments. For example, a content marketing manager might see that blog content isn’t landing with a particular group, and a sales rep might find that targeting a specific segment results in tons of closed-won deals. Both points of view are valuable, helping you see the big picture of your customer segmentation strategy. If your company is small, chat with your team members directly to get their input. At a larger enterprise, try these strategies to gather diverse perspectives:
💡 Pro tip: connect with customers in each segment to learn how they experience your sales and marketing outreach and get suggestions on how to improve it. Interview customers one-on-one for in-depth insights with Engage, powered by Hotjar, or gather quick feedback through a survey. |
Analysis alone doesn’t create change. After you’ve analyzed your segment data and customer and employee feedback, it’s time to take action.
This might mean
Making changes based on your new insights helps you better serve your customers and reach company goals.
Remember: customer segmentation analysis isn’t a one-and-done event. Keep an eye on how your customer segments perform in the face of new technology trends, pricing changes or demographic shifts. Use Contentsquare’s Product Analytics User Segmentation capability to assess how segments perform over multiple sessions and optimize them to boost CLV.
Contentsquare’s User Segmentation helps you monitor key customer segments.
Segmenting your customers is an efficient and effective way to get to know them and their unique needs. Analyzing your segments means asking the right questions about your data—and asking the right people for their input—to understand your customers even better.
The result is more insights about your customers’ challenges and empathy for their journey. And with empathy, you ensure you tailor your messaging to attract more people to your brand and create a customer experience (CX) that delights.
Use Contentsquare to understand how different users behave
Create meaningful customer segments to get fast, relevant insights about your most important users with Contentsquare.
Customer segmentation analysis is an evaluation of how specific groups of customers perform. Organizations follow five steps to analyze their segments:
Metrics allow you to objectively compare how customer segments perform against business objectives and each other. Some metrics to track and analyze in your segments include CLV, customer satisfaction, Net Promoter Score® (NPS®) ratings, referrals and conversions.
Customer segmentation analysis gives you a valuable glimpse into customer behavior and psychology. By categorizing customers into segments and analyzing what each segment does, you can better understand your target audience and improve your marketing.
Using the insights you gain, you can conduct content segmentation to personalize your content marketing efforts and use marketing segmentation to tailor your campaigns to specific customers.
These actions often lead to improved CX, conversion rates and customer loyalty.