Using the 5 W’s to Understand Your Customers Story: Where Should You Contact Your Customers
We have done over the Who, What, and when of the 5 W’s already. If you missed those, don’t worry, I have links to those at the end. Today I’m going to focus on Where, where you should contact your consumers. To refresh your memory, the 5 W’s are: who, what, when, where, and why. The same grade school literary tactic used to break down a story. This literary tactic can be used to understand your consumers because they, too, have their own story.
Where Should You Contact Your Customers
The better question would be, “Where do your customers want to be contacted?”. If you know where they want to be contacted, the better your engagements and conversions will be. If I tell you that I rarely check my email but I reply to text almost immediately, would you email me or text me? The correct answer is, you should text me because you have a higher chance of actually getting in contact with me.
Here are a few ways you can contact your customers:
- Phone or video call
- Social media app (Facebook, Twitter, Instagram, Snapchat, etc)
Which Method to Choose for Your Customers
To find out which one works better for your audience -ASK THEM! Send them a simple message asking, “What’s your preferred contact method?”. You’ll be surprised how many answer. You can also become a research ninja and search for accounts with a similar audience on various social media platforms to see if there’s a pre-existing audience. Going with the research ninja route is great for scooping out the competition and finding your audiences. Just remember, we are “research ninjas” not “stalkers”.
A Quick Overview of the 5 W’s
- Who are my consumers? (demographics and psychographics)
- What challenges/inconveniences are they having? (big or small)
- When should I contact them? (the time of day, day of the week, at what point of the buyer’s journey, etc.)
- Where to contact them? / where do they spend most of their time? (traditional media, digital media, email, direct mail, and which social channels they use.)
- Why should they buy my products/services? (list of benefits for the consumer)
In Case You Missed When I Went Over the other 5 W’s
- Who: Who Your Consumers are
- What: What Challenge(s) Your Consumers are Having
- When: When to Contact Your Consumers
- Where: Where Should You Contact Your Customers
- Why: Update Coming Soon
Let’s Stay Connected
If you enjoyed this advice, go check out my blog “Listen Up Brains” where I share advice to my fellow creators, designers, and strategists. Also, connect with me on my other social media platforms to see some of the projects I’m currently working on.