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Customer Personas
CEO “2015 will be the year that the CEO truly makes service a priority. Not
only will leadership make service a priority but increasingly we will see
customer service backed with dollars, technologies and people
resources.”
“Increasingly CEOs give service a seat at the executive table.”
Source: FORBES: Five Trends Shaping The Future Of Customer Service In 2015
Common Concerns • Customer Loyalty (retaining existing customers)
• Acquire new Customers (growth)
• Keeping Pace with Customer Expectations
Business Value • Revenue Growth
Leading Questions • Differentiation
• Customer Journey Mapping
• Are your customer’s expecting more from your customer service reps?
• What plans have you put in place to keep up with customer’s expectations?
• Please explain the importance of customer service in achieving your business plans
Typical Objections • How will this solution allow me to deliver on my strategic vision?
