As you embark on the journey to becoming a skilled interviewer, it is crucial to understand the unique landscape of your customers and how to navigate meaningful conversations with them. Our course is designed to equip you with the knowledge and skills to engage with customers who choose your company or your client’s brands.
Segmentation and Customer Profiling
When conducting customer experience interviews, it’s essential to understand the type of customers you will be talking to.
Companies use various segmentation models to identify, better understand and serve their customer base. These models range from straightforward demographic profiles, which include basic factors such as age or gender, to more advanced psychographic profiling, which includes customers’ lifestyles, such as hobbies and interests, their values motivations, and attitudes.
One effective method is the use of personas. In customer experience, personas are fictional characters with human traits, designed to represent the most significant customer segments of a company.
Having a clear understanding of these profiles provides a significant advantage when engaging with customers, enabling you to approach the conversation with greater confidence and insight.
Types of Customer Profiling:
- Demographic Profiling: Age, gender, income, education, etc.
- Geographic Profiling: Location-based data and preferences.
- Psychographic Profiling: Interests, values, motivations, and attitudes.
- Behavioural Profiling: Purchasing habits, usage patterns, and brand loyalty.
- Personas: Comprehensive fictional characters that represent the key segments of customers
Knowing your customer or creating a mental picture of the person you will be talking to, is crucial for steering the conversation effectively.
Understanding Personality Types
There are countless theories and tools for identifying personality types, with thousands of tests designed to classify them. For interviewers, understanding personality types is incredibly helpful—especially when conversations occur over the phone or in situations where you cannot rely on visual cues.
Some of the prominent personality frameworks include:
- Myers-Briggs Type Indicator
- Enneagram Personality Types
- DISC
If you’re in the “people business,” it’s highly beneficial to read as much as possible about personality types to refine your ability to connect and communicate effectively.
