Progressive Profiling 101

You’ve put a lot of effort into your website. It’s intentionally laid out to help every newcomer get to know your organization, your pricing, and how you can help improve their lives. It gets them excited to get to know you better, and they are eager to sign up for your newsletter, demo, or ebook — whatever carrot you are using to motivate them.  

But when they hit that signup button, their next stop along that all-important journey is having 15 different form fields to fill in. You are asking for not only their name, email address, and password but also their zip code, favorite flavor of ice cream, and the blood of their first born.  

At least to them, that’s how it feels.  

When your goal is capturing user data to create a usable marketing profile, it might be tempting to ask for as much information as you can right off the bat. On one hand, you need the right information to help you create a customized prospect journey.  

But on the other hand, you could risk turning users off from giving you any information at all by asking them to spend too much time filling out a form. 

It’s a delicate balance. Fortunately, this balance can be achieved through progressive profiling.

Progressive profiling is a data-gathering technique that allows you to build a robust customer profile of everyone who joins your list. There are a lot of ways to do this, but with progressive profiling, you’re building that customer profile over time. 

Progressive profiling lets you keep your signup forms quick and simple. You ask for only the information you absolutely need at the onset of that relationship, making it much easier for new prospects to commit to the registration process so they can start engaging with you.

Then, during the course of lead nurturing, you ask them to give you a little more information at various key touchpoints. But only after they’ve warmed up to you a bit. 

In short, you’re breaking down their natural barriers and eliminating the friction that stands between them and your ability to sell to them — eventually.

Let’s say that in order to build a full customer profile, you need to gather the following information from each customer: 

• First name

• Last name

• Email address

• Company name

• Job title

• Industry

• Zip code

   

To you, it might not seem like much. This data will help you build a profile and deliver the information, products, services, and messages that person needs to be happy in their relationship with you. But that doesn’t mean you need all the data right now.

Step 1: Keep it Simple Upfront

For the purposes of registration, let’s say that all you need the customer to do is let you know who they are. So you simply ask for their first and last name and their email address and have them choose a password if needed. That’s it.

Most users recognize that these pieces of information are the necessary minimum to get signed up. They see these forms every day, and their browser may even autofill it for them.

You get the lead, and the customer is comfortable. It’s a win-win. 

Step 2: Keep Them Coming Back

Having onboarded this new prospect through an easy registration, now you have the chance to show them you deserve a place in their lives. You can give them the demo, provide the download, and let them into the parts of your website previously hidden behind the registration wall.  

As long as you do your job in getting the customer to see the value you provide, they will keep coming back with a little more trust in you every time. 

Step 3: Ask for a Little More

As they keep coming back, you can use the information they already have given you to create personalized customer journeys that make them feel comfortable in telling you more about themselves.  

For example, after the customer has logged in a determined number of times, you can begin asking them for other pieces of information you need to build their profile, such as: 

• Industry

• Organization name

• Zip code

• Phone number

This doesn’t mean you ask for the rest of the data all at once. In designing the customer journey, your goal is to ask for information that feels relevant to the customer based on how they’re engaging with you at the moment. 

Have they clicked on a page that lists locations? Now might be the time to ask for their zip code. If they’ve completed a free trial, maybe it’s time to ask for their phone number so a member of the sales team can give them a call. 

With repeated interactions such as these, you’ll still end up with all the data you need. You had to be a little patient, but you were able to build out a robust customer profile without undermining their trust with a friction-filled experience upfront.

Building, testing, and optimizing customer journeys that help your business create robust customer profiles is simple using PingOne for Customers. 

Progressive profiling can help you solve several problems in the front end and back end.

Lack of Value

Most often, customers are asked to register with you before you’ve had a chance to really show them your value. You might be asking them to register in order to provide something they want.  

Even so, unless they have a real and imminent need for what you provide, they are unlikely to fill out a form with more than a few basic fields. 

Customers in this stage are probably looking for a free trial or more in-depth information to help them with a buying decision. They’re still in the non-committal shopping phase and haven't yet seen your value. By making it too complicated for them to sign up, you run the risk of deterring them from doing so.

Abandonment Rates

Using progressive profiling can help lower your abandonment rates by making the user’s signup process quick and easy. When you only ask for a little bit of information to begin with, your risk of turning customers off with a long registration form is greatly reduced. 

Instead of bouncing off the page altogether or getting halfway through a long form and quitting, they’re more likely to finish signing up. 

Customer Skepticism

Asking a prospect to fill out a long signup form usually breeds skepticism. At one time or another, we’ve all been asked to fill out a dozen fields and wondered if it was really necessary. 

As soon as a customer thinks, “Do they really need all this?” you’re creating friction between them and you. And that is the last thing you want.

At its core, progressive profiling is asking only for what you need, when you need it, so you can eliminate that friction.

Data Security Risk

There is nothing more critical to customer relationships than data security. The more data you have on a customer, the more you (and they) have to lose. Data breaches are becoming commonplace, and customers know it.  

Due to increasing data breaches, people have become wary of handing over their information. In fact, “40% of customers will abandon opening an account if the onboarding process is too complex” (Forbes). And if the data you’re asking for doesn’t seem relevant to how they’re engaging with you right now, customers may be even more likely to err on the side of caution and not opt in.

At this stage, prospects don’t know enough about you to fully trust you with their data. In addition to having robust customer identity and access management (CIAM) in place, progressive profiling can help you mitigate your risk by not collecting extra data you don’t need. 

Unusable Data

Faced with a long signup form, many customers will enter bogus information to get to the other side without giving up their real contact info. This results in data that your sales and marketing teams can’t use.

Most users are comfortable giving you a real name and email address, but when you start asking for much more than that, the likelihood of getting false information goes up significantly.

Progressive profiling lets you get customers registered with a very short “low-hanging-fruit” initial registration form that they are likely to fill out with real data. Once they trust you, you can start asking for more.

To build accurate customer profiles, you need to know you can trust your customers’ identities. Progressive profiling combined with identity verification services like PingOne Verify can help ensure confidence, security, and convenience for you and your customers.

Perhaps the best part of progressive profiling is that it helps you construct customer profiles that maximize the value of each individual’s journey. As you build trust with each customer, progressive profiling allows you to collect the data you need without undermining trust.  

Best of all, the robust profiles that result will lead to enhanced customer experiences and repeat conversions. To learn more about how Ping Identity can help you find the perfect balance of security and convenience for your customers, including progressive profiling, download our Ultimate Guide to Customer Identity.