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For Customer Experience Professionals

Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

August 15, 2011

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Authors

  • By Jonathan Browne
  • with Vidya L. Drego,
  • Jennifer Peterson

Why Read This Report

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics are fairly stable, the technology adoption patterns and social behaviors of target customer segments are often in a state of flux. As these behaviors have transformative impacts on the relationship between firms and their clients, it's critical that firms regularly update personas with accurate information.

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