You can’t truly understand others until you’ve walked a mile in their shoes. Metaphorically speaking, of course. No matter who your customer is, analyzing the journey that’s led them to the product that the company you work for sells is paramount. Understanding who your target customer is plays a big part in that.

Enter the user persona – a semi-fictional character built up from research, data, and insights into the target customer. Understanding user personas and journeys will enable you to personalize customer-service interactions, anticipate needs, offer targeted guidance, identify opportunities to upsell, as well as drive product and service improvements.

By the end of this course, you’ll be able to:

• Explain the common stages of a descriptive user journey
• Identify the components of an effective user persona
• Apply top tips to iteratively define a user journey or persona for your customers

Why take this course?

Understanding the target customer of the company you work for is essential for delivering exceptional service to them. If you already have the foundations of customer-success knowledge, such as if you work in customer success or as a customer account manager, you’ll find this course useful. By delving into user journeys and personas, you’ll develop the necessary knowledge to effectively cater to your company’s unique customer base.

15 mins | SCORM | Takeaway Tasks