Customer Experience: Creating Customer Personas

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Myra Golden

21:44

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1. Introduction

01. What customer personas are and why you need them.mp4

01:37

2. Customer Personas What They Are and Arent

02. Four big mistakes with customer personas.mp4

02:35

3. Creating Customer Personas

03. Start with a journey map.mp4

03:00

04. Step one Conduct research.mp4

02:57

05. Step two Identify your customer motivations and pain points.mp4

02:32

06. Step three Name and personify your customers.mp4

02:47

4. Get the Most Out of Customer Persona Research

07. The moment of truth.mp4

02:32

08. Onboard new hires using personas.mp4

02:23

5. Conclusion

09. Start, stop, continue exercise.mp4

01:21

Description

In today’s competitive marketplace, knowing your customer is almost as important as knowing your own products and services. With limited marketing budgets and competition for consumer’s attention, you need to optimize your message to target people who are most likely to drive sales. In this course, Myra Golden shows you how to create customer personas that will allow you to better connect with your customers and improve engagement. She shares important tips like how to conduct research, how to identify your customers’ motivation and pain points, and ways to apply persona data for engagement, support, and problem resolution. By following her step-by-step guide—along with a cheat sheet of persona templates—you’ll have the tools to create your own customer personas to help you increase sales.

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Customer Experience Management

Personas

Myra Golden

Instructor's Courses

Myra is a favorite training partner to Fortune 500 companies with her customized, engaging, behavior-changing (and fun) customer service workshops, working with McDonald’s, Coca-Cola, Frito-Lay, Michelin, Vera Bradley, and other brands. Myra is also an Author at LinkedIn Learning.

Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.