Customer personas are generalized representations of ideal customers. They help customer service and sales personnel understand customers. Customer personnel use personas to help personalize the service according to the tastes of target customers. Creating a customer persona is an exercise in better understanding the business’ target customer. The activity helps drive the customer service which results in increased customer satisfaction. In this post, you will learn about some tips to create a compelling customer service persona.
1. Identify Customer Segments
The first step in building a customer persona is to research the customer’s traits. Search for profiles of customers who tend to buy the most from the company. Are most of your customers teenagers or senior citizens? Do most of the customers belong to upper or middle-class segments? Are most of your customers’ men or women? Are they mostly single or couples? The answer to these questions will help you in creating a compelling customer persona. And, don’t forget, it’s quite possible you will need to create a variety of personas, because you likely have more than one target demographic (unless you are in a highly specialized sector).
2. Find Out the Traits
Once you have identified a customer segment, the next step is to find out the ideal traits. Consider using online and offline resources to find out the customer traits. You can discover customer traits through online surveys, personal interviews, polls, email response, live chat systems, LinkedIn profile, and social media-driven insights. Extensive research about the customer persona will help you create a genuinely representative persona that accurately describes the identified customer segment.
Don’t ignore this important step. While some might think it’s personality mumbo-jumbo, this research can inform highly tailored and polished content that the targeted segment will find appealing and dramatically increase the odds of a purchase (or whatever the objective may be).
3. Categorize Traits
After you have utilized different sources to identify traits, you will next need to categorize them. You can classify the characteristics in different ways. The following are the four categories of customer traits.
Demographics — This category should include necessary information such as name, age, location, income, education, and family size.
Personal Histories — This category should include needs, goals, and interests of customers when they interact with a company.
Personality — The personality section should include personal characteristics of customers. The personality section can be developed with tools and tests like the 16 personality traits of the Myers Briggs. You can find online questions that can help categorize customers’ personalities.
Expectations — This category should include expectations of customers. For example, the expectations of a CEO are far different than a typical employee. Or, consider how introverts tend to have different expectations, values, needs, and wants as compared to extroverts. Keep in mind that expectations of customers change over time. It’s essential to keep the personas updated.
Creating customer personas is about more than just a throwing a bunch of numbers into a pile. They are an essential tool to know your customers. Make sure that you follow these tips while crafting a successful buyer persona. These tips will help your customer service personnel to serve different types of customers effectively and to help make them loyal and committed to the company.