Heidi Isern’s Post

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VP Experience @ Narvar (ex Gap Inc, IDEO, & Kurt Salmon)

😻 How Personal Will You Get... to Get More Action?😻 When I was at Gap, I ran a lot of omnichannel experiments. Working with startups was part of the job. Eager for a way in, startups emailed me 24/7, desperate to do a Proof of Concept (PoC). I usually deleted them at the subject line. But one email stood out from all the rest. The email subject line referenced my personal blog's tagline, "writer.thinker.whisky drinker." Ok-personal! The copy of the email also mentioned a retreat being held in Montana, my home state. Even more personal! The level of research impressed me so much that I not only responded but also scheduled a meeting pronto. To top it off, they later sent me a Montana mug and bottle of whisky, further solidifying their genuine interest in ME as a human, not a checkbook. Their creative touch made me want to work with them over their competition. (even if they also wanted my money). This experience came rushing back one night as I struggled, yet again, to convince my 6 year old to brush her teeth. There are always so many more interesting things to do than get ready for bed. My usual attempts at persuasion fell flat until I recalled the first rule of Product Marketing: "KNOW YOUR AUDIENCE." While whisky wouldn't appeal to a six-year-old, sparkly toothpaste packaged in a Unicorn-themed tube just might. After finding one on Amazon, I suggested that Vivi use this "moonstone paste" to summon unicorns in her dreams. The result? Her teeth were brushed promptly and she leapt into bed, excited by the prospect of visiting nocturnal magical creatures. From whisky to toothpaste, understanding your customers on a personal level can significantly enhance your approach. It might take a bit longer to find out what small town they are from, or what sports team they like-but it can pay off. What have you learned about your customers that you can use? How can you demonstrate care and consideration as you foster relationships? Do you have a great personalized reach out story? From kids to customers, Please share! #bdr #productmarekting #singlemoms #thingsIlearn #salestrategy

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