Strike a Match (between your brand and your ideal customer)

Scott and I were talking about customer demographics--how to better "dial into" the kind of customer we want. I'd remembered this article from an old FastCompany magazine and shared it with him (and now you, because it had such staying power). It profiled those who frequent the sophisticated brand, Anthropoligie, a brand I've been interesting in for quite some time.

Here's an excerpt:

"Ask anyone at Anthropologie who that customer is, and they can rattle off a demographic profile: 30 to 45 years old, college or post-graduate education, married with kids or in a committed relationship, professional or ex-professional, annual household income of $150,000 to $200,000. But those dry matters of fact don't suffice to flesh out the living, breathing woman most Anthropologists call "our friend." Senk, 46, says, "I like to describe her in psychographic terms. She's well-read and well-traveled. She is very aware -- she gets our references, whether it's to a town in Europe or to a book or a movie. She's urban minded. She's into cooking, gardening, and wine. She has a natural curiosity about the world. She's relatively fit."

"While most retailers today are obsessed with the highly lucrative and populous "tween" (preteen and young teen) and boomer markets, Anthropologie has cultivated an understanding of and connection to the ultimate tweener: the thirtysomething sophisticate, once known as a Gen-Xer, who has carried her mildly rebellious, against-the-grain independence into a serious career and family life. She's defined less by static qualities and more by a set of dynamic tensions. If the tween anthem is Britney Spears's "I'm Not a Girl, Not Yet a Woman," the Anthropologie customer's plaint is more Alanis Morissette: "I've got one hand in my pocket, and the other one is giving the peace sign." Translation: "I can't pick up my children or sit through a meeting in low-rise jeans, but I'm not nearly ready for an elastic waistband."

"The Anthropologie customer is affluent but not materialistic. She's focused on building a nest but hankers for exotic travel. (She can picture herself roughing it with a backpack and Eurail pass -- as long as there is a massage and room service at end of the trek.) She'd like to be a domestic goddess but has no problem cutting corners (she prefers the luscious excess of British cooking sensation Nigella Lawson to the measured perfection of Martha Stewart). She's in tune with trends, but she's a confident individualist when it comes to style. She lives in the suburbs but would never consider herself a suburbanite. (This is where Senk's kinship to his customer is most apparent. He had lived in cities all over the world -- London, San Francisco, New York, and Philadelphia -- before settling in an elegant turn-of-the-century house in the Philadelphia garden suburb of Chestnut Hill with his partner, Anthropologie antiques buyer Keith Johnson. Says Senk: "We're city people -- we'd never dreamed of moving to the suburbs. But Chestnut Hill is sophisticated. It's like
a suburb in the city.")

"The Anthropologie woman is not so much conflicted as she is resistant to categorization. Her identity is a tangle of connections to activities, places, interests, values, and aspirations. She's not married with two kids: She's a yoga-practicing filmmaker with an organic garden, a collection of antique musical instruments, and an abiding interest in Chinese culture (plus a husband and two kids). It's no coincidence that Julia Roberts is the celebrity avatar of Anthropologie. Not only is she a frequent shopper (along with many of Hollywood's strongest-minded women, including Susan Sarandon, Sharon Stone, and Madonna), but her bohemian-chic wardrobe in The Mexican was Anthropologie sourced."

Though I'd worked out all of the "dry matters of fact," I didn't' have a clear--no--Technicolor picture of my "living" customer and couldn't tell the story of this key contributor to my brand story like a page from my favorite novel. Yipes. Look for more as I put more flesh on their bones.