INSIGHT 40
WHAT’S YOUR BRAND’S CUSTOMER SERVICE PERSONA?
Use this when you need to better understand how you deliver customer service, where you are strong and what you need to do to improve.
For a number of years, personas57 have been used by marketers and user experience designers to help them understand customers more and serve them better. The personas that they create tend to be detailed profiles of fictional customers that might use a website, product or service in a similar or particular way.
Personas are also used in psychometric testing and personality tests and allow people to better understand themselves and those around them.
Experience from these two areas shows that understanding who you are, who you would like to be or who you ...
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