Customer Experience: Creating Customer Personas

Introduction

• What customer personas are and why you need them

1. Customer Personas: What They Are and Aren’t

• Four big mistakes with customer personas

2. Creating Customer Personas

• Start with a journey map
• Step one: Conduct research
• Step two: Identify your customer motivations and pain points
• Step three: Name and personify your customers

3. Get the Most Out of Customer Persona Research

• The moment of truth
• Onboard new hires using personas

Conclusion

• Start, stop, continue exercise