Using Customer Persona Development to Upgrade the Customer Experience and Unveil New Growth Opportunities
Developing Customer Personas and Analyzing the Voice of the Customer
After conducting in-depth primary and secondary interviews, we designed full-scale personas to help our client understand and visualize the customer experience. These customer representations allowed our client’s teams to empathize with potential and current customers, identify fractured experiences, and find the biggest opportunities to deepen their relationships.
Uncover Consumer Shopping and Buying Trends
We used customer persona research to zero in on current shopping habits and buying patterns for our client’s target customers. These insights revealed the best ways to reach these consumers and elevate the customer experience.
Plotting and Prioritizing Voice of the Customer Needs
Through customer persona development, we analyzed friction points across both digital and brick-and-mortar shopping experiences. Next, we measured the gaps in the customer’s experience, developed a full voice of the customer map, and laid out a prioritization list to identify the most immediate and high-impact changes our client could implant into the customer experience.
Results Achieved
We built five full-scale personas and partnered with a top-tier, AI-driven customer engagement management and business intelligence company to automatically identify future personas. We also nailed down a list of ways to improve each customer persona’s experience and calculated the potential return on investment of each strategy option. As a whole, we used these personas to pinpoint 11 initiatives to elevate customer experiences—including everything from quick wins to organization-wide transformation strategies.
We Speak Customer
It’s a language we know very well. We’re Andrew Reise, a recognized global thought leader that specializes in improving both sides of the company/customer relationship. Our unique approach consists of our own methodology and a group of distinctly selected consultants who are all veterans in customer experience. Our process is proven, and our people boast a “do it all” no-nonsense approach and are empowered to do the right thing—even if that means going above and beyond the original scope of work.
