Most content out there tends to be too generic, making it less effective in AI search. I’ve discovered that using customer personas allows me to pinpoint real problems and step into the search space much earlier.
Whenever buyers pose a question, my goal is to deliver a clear answer. That’s essentially the “They Ask, You Answer” (TAYA) framework, which thrives even in AI-driven discovery.
Though it sounds straightforward, I’ve seen many teams struggle to anchor their approach. This typically results in generic questions that lead to generic content.
This is problematic since AI is transforming search behavior, shifting from simple queries to in-depth, context-rich questions. The difference lies in the questions we choose to answer, and that’s where customer personas shine.
The Problem with Generic Questions
Chances are, both I and my competitors have tackled these generic questions already or could do so quite easily.
The trap of generic questions occurs when marketing teams, including mine at times, begin brainstorming content ideas with broad topics like:
- What is CRM software?
- What is marketing automation?
- What is warehouse management?
While reasonable, these questions are not what real buyers ask. Real buyers ask questions based on their specific situations, such as:
- “What CRM should a 10-person sales team use?”
- “Why are leads slipping through the cracks in our marketing?”
- “Why is our warehouse picking speed so slow?”
This distinction is subtle but crucial. The second set of questions integrates a person and a problem, transforming the quality of the content I produce.
Why This Matters More in AI-Driven Discovery
With AI, buyers are asking detailed, context-rich questions, such as:
- “I run a 15-person marketing team, and we’re struggling to track leads properly. What should we do?”
The AI provides explanations, outlines solutions, and suggests vendors, essentially giving the buyer a consultation. My content’s job is to explain why a specific persona faces a specific issue, framing how it should be perceived.
This positions me into the conversation earlier, increasing the likelihood of staying top of mind as the user’s understanding evolves.
Imagine this scenario, using myself as the subject:
- Marcus.
- 50 years old.
- Meeting old friends in Birmingham, UK.
- Looking for things to do for the day.
I might start with a broad question:
- “I’m looking for some things to do with friends in Birmingham on the weekend. I’m 50, and I have some old friends visiting for a day. We’ll enjoy some beers, but need activities too.”
The answers might include bars, food, and activity bars. An F1 gaming arcade could be suggested, sparking my interest since I enjoy games but not cars, which prompts my follow-up question:
- “Ah, we all like games. What gaming arcades could you recommend?”
The responses might highlight a pinball arcade in Digbeth.
- “Pinball Factory in Digbeth sounds fun. What else is there to do around there, food- and drinks-wise?”
This kind of dialogue allows me to refine my day’s plan perfectly for my friends.
Being part of the conversation from the start helps shape the dialogue and boosts the chance of being included in the final decision.
Personas Make TAYA Far More Precise
With personas, I think like my customers, identifying the questions they might ask long before they reach my offerings.
When I define a customer segment, I delve into that persona, understanding their problems and goals to think like them, which helps in crafting content that answers their early-stage questions.
Instead of creating content for a vague audience, I focus on real people, addressing specific needs like, “The best day out in Birmingham for a group of 50-year-old gamers.”
This small shift often leads to valuable content, positioning me within meaningful conversations rather than competing on crowded commercial queries.
A Simple Way to Uncover Better Questions
No need for a complex persona framework. Often, a simple three-question exercise reveals the problems buyers seek to solve.
For each persona, I ask:
- What are they responsible for? Examples include sales targets, marketing leads, or warehouse operations.
- What problems complicate that responsibility? Issues like missed targets or inefficient operations might arise.
- What might they search for when facing these problems?
Now, the questions I generate differ greatly from generic ones:
Instead of saying: “What is CRM software?”
I see questions like:
- “Why are leads slipping through the cracks in our CRM?”
- “What CRM should a small sales team use?”
- “Why is our warehouse picking speed so slow?”
These questions reflect real situations, providing the most substantial content opportunities.
‘They Ask, You Answer’ Works Better with Personas
TAYA covers five key areas: cost, problems, comparisons, reviews, and best-of. These topics offer structure, but approached generically, they mirror what everyone else is doing.
Generic questions like:
- “How much does CRM software cost?”
- “What problems do warehouse systems have?”
- “HubSpot vs. Salesforce”
- “Best CRM systems”
- “Salesforce review”
Can be transformed into more targeted questions:
- “What does CRM cost for a 10-person sales team?”
- “Why do my warehouse managers struggle with picking accuracy?”
- “HubSpot vs. Salesforce for a small B2B marketing team”
- “Best CRM for growing sales teams”
- “Is Salesforce suitable for a mid-size sales organization?”
Although the topic remains the same, the approach is tailored to the buyer’s reality. This makes the content more useful and aligns with AI interactions.
Targeted questions might include:
- “We’re a small marketing team struggling to track leads properly. What CRM should we use?”
If my content already answers these persona-centered questions, it increases the chance of my explanations becoming part of their conversation.
In short, personas enhance TAYA by transitioning from broad topics to specific questions associated with real problems, improving the content and aligning better with buyers’ needs.
Start with the Problem, Not the Product
A common misstep in content marketing is leading with the product. Buyers, however, start with a problem.
By using personas, I anchor content in the buyer’s perspective rather than my own, ensuring the focus is on the customer.
This change can mean the difference between influence and mere existence of my content.
Where You Enter the Conversation Matters
“They Ask, You Answer” is an effective framework when the questions I address are of high quality.
Personas help in turning vague topics into precise problems, resulting in content that resonates with buyers and AI systems while earning their trust.
Inspired by this post on Search Engine Land.
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