Customer Personas: Definition & Examples

Lesson Transcript
Instructor: Savannah Samoszuk

Savannah has over eight years of hotel management experience and holds a master's degree in leadership.

How do you get a deeper understanding of your who your customers are? This lesson will explain what customer personas are, provide examples, and how to use them.

What Is a Customer Persona?

How does your company communicate information about your customers to your teams, or how does your marketing team know to whom they are marketing? You cannot take actual pictures of your customers and present them to your team like cops do during an investigation. Instead, many companies use customer personas to help identify and present information about their customers internally. A customer persona is a generalized representation of your typical customer.

For example, Al's Grocery uses the following customer persona to help their team relate to and understand their customers:

  • Grandma Betty: This persona represents older customers who are more price conscious.
  • Soccer Mom Molly: This persona represents a younger customer who is feeding a full house. She is looking for more bang for her buck and buys in bulk.
  • Single Sally: This persona represents a single businesswoman who needs to buy less groceries and is more about health food than price.

An error occurred trying to load this video.

Try refreshing the page, or contact customer support.

Coming up next: Alan Cooper: Biography & Customer Personas

You're on a roll. Keep up the good work!

Take Quiz Watch Next Lesson
Your next lesson will play in 10 seconds
  • 0:03 What Is a Customer Persona?
  • 1:04 Usefulness of Customer…
  • 1:52 Creating Customer Personas
  • 2:40 Tips for Creating…
  • 3:37 Lesson Summary
Save Save Save

Want to watch this again later?

Log in or sign up to add this lesson to a Custom Course.

Log in or Sign up

Speed Speed Audio mode

Usefulness of Customer Personas

So, why do companies create customer personas? First, customer personas help the company get to know their customers better, which helps to improve training and customer service. For example, if Joe the cashier at Al's Grocery understands that Grandma Betty is price conscious, he will anticipate her having coupons and may even suggest specials for her.

Customer personas also help with marketing and sales. It is difficult to put together a marketing campaign if you do not understand your customers' needs. For example, if the marketing team understands that one of their main customers is Soccer Mom Molly, then they can put together an advertisement that would appeal to her sense of savings and buying in bulk. Overall, understanding more about the customers will help the company as a whole.

Creating Customer Personas

Now that we have looked into what a customer persona is, we will look at how companies develop these personas. First, companies will look at the buying history of customers to develop personas. This will provide information about the products they buy, how often they buy, and other related information. Next, companies can look at demographic information to distinguish customers in the personas. For example, Single Sally was created based off a representation of a certain age group that shops at Al's Grocery that are not married.

To unlock this lesson you must be a Member.
Create your account

Register to view this lesson

Are you a student or a teacher?

Unlock Your Education

See for yourself why 30 million people use

Become a member and start learning now.
Become a Member  Back
What teachers are saying about
Try it now
Create an account to start this course today
Used by over 30 million students worldwide
Create an account