Consumer Behavior & Persona Strategy
WHAT DRIVES
LOYALTY.
Audience Research • Consumer Insights • Customer Journey Mapping
- Client
- Client name and proprietary business information withheld for confidentiality.
● Executive Summary
Challenge · Insight · Solution
01 — Challenge
01SERVICES ATTRACT CUSTOMERS. TRUST KEEPS THEM.
What actually drives loyalty in a crowded pet-care category?
02 — Insight
02PEOPLE AREN'T PAYING FOR PET CARE. THEY'RE PAYING FOR PEACE OF MIND.
Trust consistently outweighed convenience and price.
03 — Solution
03TURN CUSTOMER FEEDBACK INTO ACTIONABLE INSIGHT.
Review analysis uncovered the emotional drivers behind retention and repeat business.
● 06 — Personas
Four audience archetypes
Persona 01
01The Dedicated Dog Parent.
Treats their dog like family and chooses care providers they can fully rely on.
Persona 02
02The Small-Breed Specialist.
Prioritizes attentive handling and providers who understand small dogs.
Persona 03
03The Active Dog Enthusiast.
Seeks enrichment, training, and shared outdoor experiences with their dog.
Final Thought
TRUST WASN'T THE DIFFERENCE.
IT WAS THE PRODUCT.
COLLABORATIVE CONTEXT
Collaborative consulting project completed through Suffolk University's SEED Marketing Clinic.
Role: Audience Research, Persona Development & Customer Journey Mapping.
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