Understanding Your Organization's Buyer Persona: Reaching Out to Good and Bad Customers
The Importance of Reaching out to Good and Bad Customers
Researching an organization's buyer persona by reaching out to both good and bad customers can indeed be part of a comprehensive approach to understanding your customer base better. Speaking with a variety of customers can provide a well-rounded perspective and highlight areas for improvement as well as strengths.
Professionalism and Resourcefulness in Customer Interviews
However, it is also essential to remember that professionalism and resourcefulness play significant roles in gathering data and contacting interviewees.
As a representative of your organization, approach this task with the same diligence and consideration you would if you were a hiring manager looking for a candidate. Look for traits such as reliability, willingness to provide feedback, and the ability to articulate their experience with your organization. Act as if you're offering exceptional customer service to your most important internal customerâyour boss.
Root Cause Analysis and Expert Information
Also, consider doing a root cause analysis to determine the underlying issues reflected in customer feedback. In addition to customer interviews, be resourceful in gathering expert information and keep in mind the importance of accuracy and fairness when representing your research.
Express Gratitude for Participants' Time
Finally, it is crucial to be respectful and thankful to those who participate in your research, as their insights are incredibly valuable to your organization's understanding of its buyer persona. Acknowledge their help with a follow-up email expressing your gratitude.