Why a persona is the one important figure missing from your team meetings.
This article is letter (P) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
Consumer Personas are a big deal. And they may be costing you your money, reputation, and team efficiency.
Hidden Cost Of Poor Customer Support
$83 billion is lost to abandoned carts a year. $338 billion are thrown away by poor customer service across sixteen different countries. 71% of relationships ended from a bad customer experience.
Think you don’t need to improve your customer service? Think again. Audience Intelligence is the next stage to success.
The Invisible Persona In The Room
What’s the answer to lost profits from poor customer support? Say hello to your buyer’s persona – the profile of your ideal client. As a marketing tool, personas can “speak on behalf” of your customer allowing you to see blind spots in your customer support.
What’s Your Brand’s Customer Support Persona?
On the flip side, your brand has a customer service persona as well. Check out which one of these customer persona profile examples your team delivers customer support.
- The Traditionalist – Big on customer touch, short on technology
- The Honcho – Heavy on executive leadership, light on strategic effectiveness
- The Selfie – Tons of tech, missing on metrics
- The Casualist – Best intentions, worst in just about everything else
- The Stickler – All policy, no apologies
Word Up:
Don’t be afraid to go a little method acting when creating your consumer personas. The whole point is to find empathy and understand the people you want to help with your business objectives. Audience intelligence your gateway to understanding what that means.
sources: cx-journey fitsmallbusiness resources.audiense
This article is letter (P) of our “Customer Support" series where we write an article for each letter of the phrase. “Customer Support" studies how companies can best help people in the digital age. Find links to more articles in the series below.
(C) Your Key To Success: (C)ustomer Support
(U)tilize Positive Customer Reviews To Promote Your Brand
(S) 3 Brilliant Ways To Makes (S)ales With Customer Support
(T) 3-core-components-for-a-happy-effec(T)ive-customer-support
(O) Why Chatb(O)ts Are Crucial To The Future Of Your Business
(M) Best Practices For Live Chat (M)essenger Customer Support
(E) It’s All About The Best Customer (E)xperience
(R) Never Lose Your Customers Again With These (R)etention Tips
(S) The (S)elf-Service Customer Support Phenomenon And You
(U) Where To Start With (U)nderstanding Your Customers?
(P) Want A Thriving Business? Focus On (P)ersonalized Customer Support
(P) What NOT Using Customer (P)ersonas Costs You (And How To Fix It)
(O) How To (O)ffer Proactive Customer Support
(R)ealtime Livechat - Are You Prepared For A Good Thing?
(T) Customer Support (T)ools Of The Future
