Customer segmentation is an undeniably valuable tool that helps brands better understand and reach key consumer groups. There are numerous benefits to dividing a broad group of customers into subsets with shared characteristics. Segmentation allows brands to determine the key groups within their customer base and then focus efforts on better serving them.
Over the past decade, social media has brought about a much-discussed explosion in consumer data, adding to the ever-expanding pool of “big data” and bringing with it new
opportunities for customer segmentation.
2. Social Customer Segmentation
• Customer Segmentation is an undeniably valuable tool that helps
brands understand and reach key consumer groups.
• Social media has brought about a much-discussed explosion in
consumer data, bringing with it new opportunities for customer
segmentation.
• Tracx has developed a means of leveraging social audience data to
produce rich customer segmentation.
2
“[Data] It’s like crude oil.
It needs refining before it
becomes gasoline.”
3. Social Customer Segmentation
TRACX
Enterprise Social Media Platform
3
PRODUCT
INNOVATION
• Concept Testing
• Creative Ideation
SALES
• Acquisition Points
• Targeting
• Lead Generation
• Consumption Funnel
MARKETING
• Display Buying
• Influencer Marketing
• Content Publication
CUSTOMER SUPPORT
• Social Outreach
• Brand Monitoring
• CRM Workflow
PUBLIC RELATIONS
• Reputation Management
• Influencer Measurement
• Crisis & Issues Management
RESEARCH AND INSIGHTS
• Campaign Measurement
• Audience Management
• Competitive Analysis
4. Social Customer Segmentation
• Limited access to consumer
behavioral and affinity information
• Little contextual information for
segmented groups
• Participant bias and unreliable
responses
• Small sample sizes
4
Challenges of
Traditional Segmentation
6. Social Customer Segmentation
Social Customer Segmentation
Objective
• Demographics and social
networks
• Mutual affinity and
intersection of key groups
• Group features; shared
interests, communities,
relationships, and
communication styles
6
expose deeper
understanding of
the audience or
customer base
7. Social Customer Segmentation
Social Customer Segmentation
Insights & Results
Social customer segmentations yield results that move beyond the
boarders of social media to drive cross-departmental applications.
• Target customers effectively with relevant content on their preferred
media
• Build and shape campaign strategies for identified target groups
• Determine best practices for content generation
• Identify opportunities and limitations for your brand
7
8. Social Customer Segmentation 8
Methodology
Overview
• Review existing consumer research
• Sample interactions with brand/topic content to
identify themes
• Segment social data through custom queries
• Analyze bucketed data to define group characteristics
• Survey group activity to assess psychographics
• Review and compile data to construct consumer
landscape and group boundaries
10. Social Customer Segmentation 10
Entertainees Investigators Sports Fans
Websites and
TV Programs
PR NewsWire
Dexter
Showtime
HBO
Netflix
History Channel
Discovery Channel
National Geographic
NBC
ESPN
HBO
Spike TV
Showtime
Netflix
Interests and
Affinities
Movies
Popular TV Shows
Peer-approval
Electronics
Celebrities
Current Events
Science
Technology
History
Movies
Football
Hockey
NBA & NCAA
Soccer
Games
Movies
Activities
Watching movies
Watching TV online
Live streaming video
Socializing with peers
Streaming video
Blogging
Researching/Reviewing
products
Sharing content online
Live streaming
Watching games
Watching HBO
Language
Uses emoticons and slang
“sweet” “gotta” “uverse”
“nite” “uber”
Good
punctuation/capitalizatio
n
Full sentences
Informal writing style
Abbreviations, ex.
“lmao”
Profanity
Example
Verizon FiOS Overview