Customer Research

Mode 1: Analyzing Existing Research Assets

Asset Types

Customer interview / sales call transcripts

• Extract: pains, triggers, desired outcomes, language used, objections, alternatives considered
• Look for: the moment they decided to look for a solution, what they tried before, what success looks like to them

Survey results

• Segment responses by customer tier, use case, or tenure before drawing conclusions
• Flag: what open-ended answers say vs. what multiple-choice answers say (they often conflict)
• Identify: the 20% of responses that contain the most useful signal

Customer support conversations

• Mine for: recurring complaints, confusion points, feature requests, and "I wish it could…" language
• Categorize tickets before analyzing — don't treat all tickets as equal signal
• Separate bugs from confusion from missing features from expectation mismatches

Win/loss interviews and churned customer notes

• Wins: what tipped the decision? What almost made them choose a competitor?
• Losses and churn: was it price, features, fit, timing, or something else?
• Segment by reason — don't average across different churn causes

NPS responses

• Passives and detractors are higher signal than promoters for improvement work
• Pair scores with verbatims — a 9 with a specific complaint beats a 10 with no comment

Extraction Framework

For each asset, extract:

1. Jobs to Be Done — what outcome is the customer trying to achieve?

   • Functional job: the task itself
   • Emotional job: how they want to feel
   • Social job: how they want to be perceived

2. Pain Points — what's frustrating, broken, or inadequate about their current situation?

   • Prioritize pains mentioned unprompted and with emotional language

3. Trigger Events — what changed that made them seek a solution?

   • Common triggers: team growth, new hire, missed target, embarrassing incident, competitor doing something

4. Desired Outcomes — what does success look like in their words?

   • Capture exact quotes, not paraphrases

5. Language and Vocabulary — exact words and phrases customers use

   • This is gold for copy. "We were drowning in spreadsheets" > "manual process inefficiency"

6. Alternatives Considered — what else did they look at or try?

   • Includes doing nothing, hiring someone, or building internally

Synthesis Steps

After extracting from individual assets:

1. Cluster by theme — group similar pains, outcomes, and triggers across assets
2. Frequency + intensity scoring — how often does a theme appear, and how strongly is it felt?
3. Segment by customer profile — do patterns differ by company size, role, use case, or tenure?
4. Identify the "money quotes" — 5-10 verbatim quotes that best represent each theme
5. Flag contradictions — where do customers say one thing but do another?

Research Quality Guardrails

Label every insight with a confidence level before presenting it:

Recency window: Weight sources from the last 12 months more heavily. Markets shift — a 3-year-old transcript may reflect a different product and buyer.

Sample bias checks:

• Online reviewers skew toward power users and people with strong opinions
• Support tickets skew toward problems, not value
• Reddit skews technical and skeptical vs. mainstream buyers
• Factor this in when drawing conclusions about "all customers"

Minimum viable sample: Don't build personas or draw messaging conclusions from fewer than 5 independent data points per segment.

Mode 2: Digital Watering Hole Research

Online communities are where customers speak without a filter. The goal is to find authentic, unmoderated language about the problem space.

Where to Look

Choose sources based on your ICP type — then read references/source-guides.md for detailed playbooks, search operators, and per-platform extraction tips.

Quick decision guide:

• Have a product category? → Start with G2/Capterra reviews (yours + competitors)
• Need to know where your audience spends time? → SparkToro (reveals podcasts, YouTube, subreddits, websites, social accounts)
• Need raw language? → Reddit and YouTube comments
• Need trigger events? → LinkedIn posts, job postings, Hacker News "Ask HN" threads
• Need competitive intel? → Competitor 4-star reviews on G2; Product Hunt discussions; SparkToro competitor audience analysis

What to Extract from Each Source

For every piece of content you find:

Research Synthesis Template

After gathering from multiple sources, synthesize into:

## Top Themes (ranked by frequency × intensity)

### Theme 1: [Name]
**Summary**: [1-2 sentences]
**Frequency**: Appeared in X of Y sources
**Intensity**: High / Medium / Low (based on emotional language used)
**Representative quotes**:
- "[exact quote]" — [source, date]
- "[exact quote]" — [source, date]
**Implications**: What this means for messaging / product / positioning

### Theme 2: ...

Persona Generation

Personas should be built from research, not invented. Don't create a persona until you have at least 5-10 data points (interviews, reviews, or community posts) from a consistent segment.

Persona Structure

## [Persona Name] — [Role/Title]

**Profile**
- Title range: [e.g., "Marketing Manager to VP of Marketing"]
- Company size: [e.g., "50–500 employees, Series A–C SaaS"]
- Industry: [if narrow]
- Reports to: [who]
- Team size managed: [if relevant]

**Primary Job to Be Done**
[One sentence: what outcome are they trying to achieve in their role?]

**Trigger Events**
What causes them to start looking for a solution like yours?
- [trigger 1]
- [trigger 2]

**Top Pains**
1. [Pain — in their words if possible]
2. [Pain]
3. [Pain]

**Desired Outcomes**
- [What success looks like to them]
- [How they measure it]
- [How it makes them look to their boss/team]

**Objections and Fears**
- [What makes them hesitate to buy or switch]

**Alternatives They Consider**
- [Competitor, DIY, do nothing, hire someone]

**Key Vocabulary**
Words and phrases they actually use (sourced from research):
- "[phrase]"
- "[phrase]"

**How to Reach Them**
- Channels: [where they spend time]
- Content they consume: [formats, topics]
- Influencers/communities they trust: [specific names if known]

Persona Anti-Patterns

• Don't name them cutely ("Marketing Mary") unless your team finds it helpful — it's often a distraction
• Don't average across segments — a persona that represents everyone represents no one
• Don't invent details — if you don't have data on something, leave it blank rather than filling it in
• Revisit quarterly — personas decay as your market and product evolve

Deliverable Formats

Depending on what the user needs, offer:

1. Research synthesis report — themes, quotes, patterns, and implications
2. VOC quote bank — organized verbatim quotes by theme, for use in copy
3. Persona document — 1-3 personas built from the research
4. Jobs-to-be-done map — functional, emotional, and social jobs by segment
5. Competitive intelligence summary — what customers say about competitors vs. you
6. Research gap analysis — what you still don't know and how to find it

Ask the user which deliverable(s) they need before generating output.

Questions to Ask Before Proceeding

If context is unclear:

1. What's the goal? Improve messaging? Build personas? Find product gaps? Understand churn?
2. What do you already have? (transcripts, surveys, tickets, G2 reviews, nothing)
3. Who is the target segment? (all customers, a specific tier, churned users, prospects who didn't buy)
4. What's your product? (if not in the product marketing context file)
5. What do you want delivered? (synthesis report, persona, quote bank, competitive intel)

Don't ask all five at once — lead with #1 and #2, then follow up as needed.

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