197: (Tip) Using Customer Personas

Get amazing insights from customer personas by creating and using them better with expert tips from Adam and Jeannie. Getting the most from customer personas Customer personas are typically used as a heuristic to understand customers in a sales funnel. But did you know good ones can help you understand customers throughout the entire journey? There are many great uses beyond the sales phase, if you’re creating and using them properly. “A good #persona is a deep one.” -Jeannie Walters But before you fall in love with the idea of using customer personas, be advised: Bad ones can disconnect you from the true overall experience! So, what makes a good customer persona? “Heuristics are only helpful when the model itself is strong.” -Adam Toporek How well do you know your customers? Personas help you know them better, if you know how to dive in deep while keeping them in perspective. This episode is full of tips for creating better personas, getting more value out of them, and avoiding costly mistakes. Listen in! Related Content 360Connext® post, Customer Personas Need To Get Real Customers That Stick® post, Turn Your Customer Experience Inside Out Episode Episode 18: Brand Personas, Rod Brooks, and Small Moments We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices