Understanding Customer Types (Personas)
Duration10'
No. of mini-lessons3
ResourcesTakeaway Tasks
Duration 10'
No. of mini-lessons 3
Resources Takeaway Tasks
Course overview
Customer personas are created by brands to represent their current and target audiences. In-depth research into the behavior and choices of real people is used to create semi-fictional characters. Details like the character’s aspirations and priorities are included. These examples of the motivations and desires of different types of customers help brands to understand what customers want and why.
Knowing the customers that a brand wants to reach and retain is crucial to providing excellent customer service. After all, customers are people. And people all have their individual needs, wants, and preferences. This course will help your teams understand how customer personas can help with this.
What's covered
How customer personas are used to improve the customer experience
The difference between segmentation and customer personas
How customer personas are created
Why your teams need this course
Anyone working in an organization that serves customers will benefit from understanding what customer personas are. Knowing who the customers are, and what they want, will help your teams to meet their needs. This leads to a more satisfying experience for customers. It empowers customer-service representatives to shape their interactions in a positive way.
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