Why Understanding Your Customers is the First Step to Delivering a Better Customer Expe... - 0 views
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One tool that can help create this “vivid picture of your customer” is research-based personas.
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Most companies have customers that fall into one of a series of “value buckets” or segments. Typically, the top 20 percent will deliver the lion’s share of profit, just as the bottom 20 percent will consistently cost you more to serve than the profit you can make on them.
