Marketers are used to employing the technique of segmentation: identifying the shared characteristics and interests that distinguish one group of customers from another, selecting and targeting key segments, and positioning their offer to underline points of desirable difference.
Yet they rarely stop to assess the effects of this process – what messages customers are taking on board and how their business may be pigeonholed as a result. Consequently, they are missing an important opportunity to understand their competitive situation and improve their standing in their customers’ eyes.
Some years ago, I was working for a plastic packaging manufacturer. One FMCG company was launching a new product with nine separate components, but we were only invited to tender for one. When we asked the customer to give us all the work, their response was, “Oh, but we thought you would be too expensive.” In the end, we persuaded the customer that we could do the whole job at a reasonable price – but the decision could easily have gone the other way. Had we understood from the beginning how the customer perceived us, the conversation might have been both easier and more to the point.
It is critical, particularly for B2B companies, to understand how customers regard their suppliers. Once you understand this, you can develop a clear view of the market in which you operate, assess your competitive position, and devise a strategy from there. A technique that I call reverse positioning can reveal the answers.
What is reverse positioning?
In simple terms, reverse positioning looks at the result of the familiar segmentation, targeting, and positioning marketing processes conducted by your firm – and its competitors – on a specific customer. After all, your customer has been the target of multiple marketing messages. But when the dust has settled, what has stuck in their mind? What impression has been left by each supplier, and how have those impressions informed the customer’s purchasing strategy?
Reverse positioning is about trying to stand in the customer’s shoes to understand what they have heard and understood, and the resulting consequences for your business. It involves asking searching questions about how customers perceive their suppliers and being open enough to listen to and process the answers.
As a tool, there are three main benefits of reverse positioning:
- It increases a firm’s customer-centricity
- It provides a mechanism with which to develop sales strategies tailored to each specific customer
- It pushes companies to identify and commit to long-term growth objectives; to understand their overarching strategies and market positioning and how they should evolve to remain relevant in their market
In your customers’ shoes
The first point to recognize is that the customer’s perception of your business may not match your own – and sometimes the disparity will be disappointing. Your reputation may be influenced by the history of the business. Perhaps you started out taking only simple contracts, so they overlook the capacity the business has developed to take on more challenging work.