Facebook Twitter YouTube Instagram LinkedIn Wikidata
Home Internet National Survey
Category: Retail

Segmenting Home Internet Subscribers

Last Spring, Trone Brand Energy launched a national internet survey of home internet subscribers to find out how they understand their service, what activities they do online, what makes them frustrated and how they shop. The 980 respondents who completed the survey represented several classes of telecom providers—from the largest national home internet providers to much smaller regional providers.

Last month, we revisited this survey data to look at which service criteria has the biggest impact on subscriber loyalty or NPS® for the top four internet providers compared to other alternatives .

Ultimately, we found that subscribers to the top internet providers were looking for faster download speeds and responsive customer service while those who have service with an alternative provider were  more focused on reliability and a seamless internet experience. This month, we’d like to discuss differences in how people use the internet as the basis for behavioral segmentation. Specifically, which internet activities and beliefs distinguish different types of users.

Defining Three Behavioral Segments

We asked survey respondents how frequently they used their home internet for common daily activities such as emailing, surfing, shopping and even working from home. Four activities stood out—streaming videos, streaming music, listening to podcasts and online gaming. These, in conjunction with perceived home internet download speeds and service tier, yielded the three distinct streaming segments seen in the infographic below.

The “Heavy Streamers

 

The “Moderate Streamers”
Defined by their less consistent daily streaming habits of videos, music, podcasts and online games, the “moderate streamers” represented 29% of our sample.

 

The “Casual Streamers” Defined by their infrequent daily streaming habits of videos, music, podcasts and online games, the “casual streamers” represented 55% of our sample.

 

Prioritizing Your Marketing Strategy Around User Behaviors

Each of the three behavioral user segments has its own set of internet service beliefs and level of openness to switching providers. As an internet provider, you should strive to align your marketing efforts with these beliefs and the streaming habits of your customer base. In order to win over the different segments, you have to speak the language of what each group wants. 

As you develop your marketing initiatives, we recommend that you consider the following four strategies to increase the chances of expanding your selected segments.

  • Segment your service packages better—The objective here is to design an internet product or package to meet the needs of each segment. We want to enable the customer segments to “match” their internet streaming behavior with a solution that better serves their needs versus just promoting the speed of the service. Consider labeling the packages accordingly so users can identify with the product and know it is tailored to their needs. We need to move beyond basic to premium service classifications.

  • Target segments with digital media—Match your digital marketing strategy to the most frequent activities of your selected behavioral user segments. Consider meeting your customers where they need their internet to work hardest on a daily basis. In other words, deliver the right message at the right time.

  • Leverage your database to meet customer needs—Your existing customer database can provide valuable insight into the behavioral segments of your respective markets. Consider targeting your new “productized” packages and price points around households that best fit your selected behavioral segment.

  • Implement a proactive retention effort—Given poor NPS® scores across all three behavioral segments and the likelihood of switching providers, implement a customer satisfaction tracking program to monitor customer satisfaction levels. Be prepared to implement trigger-based programs to address customer churn before it happens.

Be sure to stay tuned for our final blog post revisiting our national home internet survey next month. If you would like to discuss these findings, please feel free to contact us directly.

Related Articles

Four Retail Marketing Buzzwords You Should Know for 2021
Digital | | Retail | | Website Design

Four Retail Marketing Buzzwords You Should Know for 2021

COVID-19’s sudden impact on consumer shopping behaviors forced retail brands to adapt quickly. As the pandemic continues to affect the retail industry, preparing for 2021 is essential for brands to stay relevant to their audience and drive sales.

Adapting Your Retail Marketing Strategy for Customer Technology Preferences
B2B | Content Marketing | | Retail | SEO

Adapting Your Retail Marketing Strategy for Customer Technology Preferences

Before the era of data-driven marketing campaigns, retail brands needed to work much harder to convince audiences to give them a try or validate their loyalty.

Why Is Branding Post-COVID-19 so Important in the Specialty Retail Industry?
Branding | Retail | User Experience (UX) | Website Design

Why Is Branding Post-COVID-19 so Important in the Specialty Retail Industry?

As ecommerce jumps years ahead thanks to the shove out of the airplane we call COVID-19, specialty retail looks for the emergency chute. To quote contributing author and retail expert Greg Petro, “retail is not dead, it is evolving.” Evolving indeed.

Finding the Ideal Meal: Connecting with Pet Owners Earlier
Branding | Creative | Digital | Pet | Retail | Website Design

Finding the Ideal Meal: Connecting with Pet Owners Earlier

In this second installment of a two-part blog series on pet food nutrition, TBE explores the multi-channel nature of pet owners who are researching their pets’ food.

Want to elevate your brand and create meaningful connections?

TBE serves global and local clients from two NC locations:

Greensboro & Winston-Salem Area
1823 Eastchester Drive
High Point, NC 27265
336.886.1622
Raleigh-Durham Area
201 Shannon Oaks Circle Suite 202
Cary, NC 27511
336.886.1622