Stop Embarrassing Yourself – Personas to the Rescue!

Have you ever been out with a group of people, and someone in the group tells a joke that they think is hilarious, but no one else gets it?

Why does that happen?

How does this apply to your business?

There’s a tool we can use to help overcome this!

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Outline/notes

  • Intro
    • Have you ever been out and someone in the group tells a joke that they thing is hilarious, but no-one else gets it?
    • Play Teal’c joke video
    • Why does this happen?
    • How is this important for your business?
  • Hello
    • There was going to be a Stargate reference here sooner than later…
    • Today
      • What just happened in that video & why it’s important in a business sense
      • What you can do to reduce the chance of you being like that
  • What’s going on here?
    • The joke here represents any sort of communication or interaction you have with your customer.
    • Assumed level of knowledge
    • A lot of clients I have spoken with over years assume their customers know as much about their products/industry as they do. Not true!
  • How do you fix it?
    • Empathise with your customer – put yourself in their position
    • What’s a persona?
      • Fictitious person that represents an ideal customer
      • Give them a name, choose a photo, treat them as a real person
      • We have 3 – most businesses we have done this with have a similar number 3 or 4 perhaps
    • Why is it useful?
      • It allows you to hold a mirror up to what you’re doing
      • Marketing
      • Service
      • Product development
      • Any sort of customer interaction
    • What should you include and not include?
  • Keep them handy
    • If you’re making any change in your business, refer to these
      • New campaign?
      • New products/service?
      • Changes to anything customer-facing?
    • Rather than ask family/friends/co-workers what they think, re-read your persona profiles and ask yourself, “what would they think”?
  • Make sure they “get it”
    • The main goal here is to make sure that your customers, “get it” – that instead of awkward silence after you tell a joke, you want them to be on the same page as you?
    • The solution? Make sure you understand where your customer is at before you tell the joke

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