From the course: Customer Experience: Journey Mapping
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Define your customer
From the course: Customer Experience: Journey Mapping
Define your customer
- Let me tell you about just a few of my recent purchases on Amazon. Yes, that Amazon. My hard to find lotion, 128 gigabyte SD card, travel-size hairspray, organic tea, printer ink, boys' batting gloves and socks. Why am I sharing the random nature of my shopping habits? Because as random as this seems, you can probably tell a bit about me. You can probably tell that I'm particular about certain brands of personal care items, like my very specific lotion and travel-size hairspray. You can also tell I use technology and I'm a parent to active boys. My journey as a customer with Amazon might be driven by very different needs than your journey. And that's why defining your customer is an important step in creating a map. If you have customer segments or personas already, great, it's time to pick the person you're building this map for. If you don't have that, it's time to commit to the idea of a customer persona.…
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