What’s your knee-jerk reaction to hearing someone say, “our average customer?” Mine is to wince. Describing customers according to statistical averages – age, income, net worth, shopping trips per week, number of employees, annual revenues, number of vendors used for each purchase category and on and on – tells us something about customers. Seeing a statistical distribution across each of these parameters tells us lots more. But still not very much. We can’t understand customers without understanding their behaviors, And you can’t average behaviors. What’s the average of leaving a restaurant angry and believing you overpaid? Might as well average a tomato and a pork chop.
Nonetheless, we let the impracticality of assessing and responding to individual behavior dictate use of statistical averages to describe customers. Then we enhance the data by imputing behaviors to people we don’t know. Is this the best we can do?
How should we go about understanding our customers?