Personas are fictional, generalized characters that encompass the observed behavior patterns of your clients real and potential customers. Personas define the character around the shop you are performing and they possess real elements of an actual customer. Creating personas enables you to better measure your clients’ workflows and ultimately the experience they desire to produce. Creating personas is about more than researching your client and studying a shop playbook, it is about creating what appears to be a very real customer.
Key takeaways for fast consumption:
- Create your mystery shopping form by walking through your customer's journey and developing questions that measure each touch point.
- Incorporate questions that measure the three channels of service delivery; people, place, and process.
- Use our free form grader service if you'd like input on your mystery shopping form.