Knowing Your Customer Persona

Delivering on a brand promise and brand reputation require thoughtful strategy, planning and deployment of services. As every business owner knows, to become successful in any business is to become successful in knowing who your customers are.
Knowing who your customers are is the #1 criteria in designing the right marketing campaign and customer experience for them. Every customer wants to feel heard and understood and what they buy and whom they interact with equates to either a superb customer experience or a horrific one.

Today’s digital age and customers demand consistent, superior service and products.
The customer approach of pushing products and features is antiquated. It is now about knowing and anticipating the immediate needs and long-term needs of your customers that will sustain the relationship as well as customer loyalty.
Many of times a customer leaves because of an unmet need or discrepancy in the customer experience. Do you know why or how to encapsulate what their customer journey was?

Who Are Your Customers?

Defining your customer persona, key attributes and their challenges is your first step. This will help you market and offer customized solutions for them. Learning about your customer’s behavior from point of sale, where they started to what their buying patterns are critical data to connect with your customer’s mindset and needs. By learning who your customer persona is aka targeted audiences, it helps you devise the marketing messaging and tools to address the customers’ priorities and pain points. It also helps you with delivering impact and customer integration in all areas of products, services and journeys.

Who You Thought Were Your Customers

Sometimes we may misinterpret or misunderstand a customer’s identity and only offer a superficial level of services when in actuality we can serve them in a way that is in deeper understanding  and congruence of what they need even when they don’t know it. That is superb service. Or, we discover down the road, that who we thought were our customers were not the demographics that are in alignment with our core services.

Transforming the Customer Experience

The only way to resolve any problematic customer experience is to transform the entire customer experience by starting with customer-centric as focal point.

IA Solutions by IA Call Center recognizes the pain points and any disconnects in the typical business -as-usual model. We are designed to help businesses with specialized services with the component of contact center services to give customers a full-fledged customer experience and in filling areas and units of staff that the customer would not be able to typically support by themselves. We get to know our customers first-hand and build around them so they are positioned for success.

IA Solutions by IA Call Center

IA Solutions by IA Call Center is a second-generation family-owned contact center with a 50-year history of innovation in the answering service and BPO sectors. As your strategic partner, we now offer a full-fledged business solutions & technology component that focuses on specialized services for businesses and enterprises.

Our mission is to empower our partners to scale their customer service and sales to new heights by leveraging our unique capabilities in an omni-channel environment. We provide customized service packages that meet your brand needs with a 5 star, white-glove customer care service.

​For more info:
www.iacallcenter.com

Author

Ian Tempro, Head of Special Projects, at IA Solutions by IA Call Center writes about his 20+ years of extensive contact center experience in leadership, client relationships, operations and specialized vertical markets.

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