CX Math – you are not your customers

Padawan, you are often asked to make quick decisions that affect your customers. When pressed for time, it is easy to assume that your customers want what you want and think as you do. Assuming that your customers are like you is the path to the dark side. Even though your customers may not be Wookies, Jawas, Gungans, or Ewoks, they may be less like you than you believe. You must spend time with them, get to know them, and then build personas, which you can use to make more informed decisions. Then, when time is of the essence, you can make choices that will enhance your customer’s experience.


May the Force be with you,

Shoji-Wan Kenobi

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