Ideal Customer Persona: Who is Your Customer?

Hint: Your ideal customers can vary globally. It’s always best to have at least 3 or more personas.
It’s easy - Right click on the tab below > hit “Duplicate.”

Name:
What’s my personality?

What are my interests?

What are my skills?

What’s my relationship with technology?

(What devices do I use often? What channels do I use?
is Your Customer?
ys best to have at least 3 or more personas.
.”

Who am I? (age, gender, location, job position, industry, etc)

What are my goals?

What are my dreams?

Why should I use (your product/service)?

Empathy Map: Analyze Emotions and Feelings of the Customer
Customer Persona:

What do they enjoy? Think & Feel

See

What worries them?

Hear

Say & Do?

lings of the Customer
Hint: Dig deeper into the pain of your customers, and find at least 5 or more solutions. The
more solutions, the more opportunities you will create.
Solution: How will your product/service solve their
Pain points
pain points?
Hint: Open up your recent
reviews and add at them at the Reflection Template (Scenarios):
top. You’ll be surprised by what
you’ll learn from them.
Defining Your Best and Worst Customer Experiences
Scenario 1: Scenario 2:
Describe the scenarios or
add previous reviews

How do your customers

feel and think?

What do your customers

need?

What can you do for them?

Improvements
omer Experiences
Scenario 3: Scenario 4: Scenario 5:
Scenario 6:
Customer Journey: The Classic 5-Step Journey
Persona:

Scenario:
Stage 1: Stage 2:
Awareness Consideration

Customer Actions
What did your customer do?

Touchpoints
What devices, pages, or
services they used?

Emotion
How did your customer feel
during this action?

Pain Points
What were some challenges?

Improvements
How can you solve those
challenges?
Hint: Pay attention to the process and don’t miss the tiniest touchpoint.

Stage 3: Stage 4: Stage 5:

Decision Onboarding Retention & Advocacy
Persona:

Scenario:
Stage 1: Stage 2:
Awareness Consideration

What’s the customer’s action?

(you can copy from the previous
template)

What’s the customer thinking

or feeling?

What are their barriers or pain

points?

What are your solutions?

Hint: Breakdown how your customer feels and find out what they really need.

Stage 3: Stage 4: Stage 5:

Decision Onboarding Retention & Advocacy
Hint: Every touchpoint is Customer Journey Touchpoint Map
different for each persona. Persona:
Focus on specific touchpoints
and map out exactly what they Scenario:
did.
Touchpoints Mobile Web

Stage 1: Awareness
Where did your customer start their
journey?

Stage 2: Research
How did they research your product/
service?

Stage 3: Decision
What devices or services they use to
take action?

Stage 4: Post-Purchase
How did they communicate about the
product/service after purchase?
Ads Social Media In-Store
 Self-
Reviews Live Chat
Service
Contact Center
Retention & Advocacy Map
Persona:

Scenario:

Email Campaigns Social Media

Customer’s Actions
What will the customer
potentially do on their own?

Challenges

Follow Up
How will you follow-up with the
customer?
Hint: Customer journeys are not linear, they’re cyclical. Marketers need to spend more time
on retention and advocacy to keep loyal customers happy and come back for more.

Ads Review Sites Word-of-Mouth

Action
Goals Plan Hint: Now put it into action! What are your next steps?
(List down your goals below) To Do
Daily Review

Weekly Review

Monthly Review

Quarterly Review
What are your next steps?
In Progress Done