I needed to produce a Customer Profile, a visual profile of the lady that shops in Sainsbury's but more crucially in TU.
I visited the stores, I listened and looked at the clothes they sold and the people that where in the store. I understand that they store has two key customers. The actual obvious customer, she is a lady that will always shop in the store, she needn't be worried about but equally do not ignore her. Then there is the aspirational customer, the customer that sainsburys would like to aspire to solicit. The ideal, the customer that they can make money out of and as ugly as that sounds, it the reality of business.
This customer is a mum of two or three children, she is a busy mum. One that holds down a well paid job that will probably be part-time in some fashion. She and her husband have a comfortable lifestyle, which has become a little tighter since the recession. She drives the modern, bright family car, probably a 4x4, he drives the car they refer to as 'The Wreck', it is only to take him to work and back and he feels much happier knowing the family have the safer car at their disposal.
She shops on the run, mostly. She likes Sainsburys because it offers her a wide range of healthy meal choices, it offers her choice for packed lunches and it offers her a basics range she can rely on. This is a key word for her when she shops, reliability. She like to shop in stores she can rely on. She has to shop online most of the time and rarely has the time to try clothes on, so want to make sure she shops where she knows the customer service will be excellent.
She buys most of the family clothes in stores such as Next and Debenhams but likes to take advantage of bargains, so doesn't snub supermarket clothes, they are excellent for school wear and she buys a lot of her husbands 'undies' there too. She gets all his workwear from Next, but the odd item has been known to make its way into her shopping trolley.
She like to browse around the TU Women section too, and likes that it keeps trying to reinvents itself, and its clothes reflect the fashion sections in her Sunday magazines. Their new Top Shop range is very exciting, fashionable but safe. She knows she can rely on its sense of style, but equally she can spice it up with other items from her wardrobe for those occasions she is feeling fashionably confident.
She take any chance she can to take care of her health, she runs when she can and always tries to eat fresh vegetables and fresh fruit. This is also reflected in her sportswear, she doesn't spend that much on these items and likes the fact the TU has some fair priced, easy to wear jogging clothes.
Our Sainsburys family are an aspirational family for most but if you look a little more carefully, they are actually not that different from most of us, they are anyone and everyone.