Printable Customer Experience Profile
I. Customer Overview
Name: Jake Willms
Age: 29
Location: Arlington, TX 76001
Occupation: Marketing Manager
Income: $75,000 annually
Preferred Channels: Mobile App, Email
Engagement Frequency: 3 times per week
Preferred Communication: Personalized, Informal
II. Customer Journey
Stage | Touchpoint | Experience | Pain Points |
|---|
Awareness | Social Media (Instagram Ad) | Clicked through to website | None |
Consideration | Website (Product Pages) | Browsed product reviews, added items to cart | Product information was unclear |
Purchase | Mobile App | First purchase with a 10% discount code | Minor confusion about shipping fees |
Post-Purchase | Email Communication, Customer Support | Efficient communication; responsive customer support for return | Long wait time for live chat assistance |
III. Feedback and Metrics
NPS Score: 7/10
CSAT Score: 85%
Key Feedback:
IV. Behavioral Insights
Average Order Value: $150
Repeat Purchases: 3 within the last 6 months
Return Rate: 15%
Referral Activity: Referred 2 friends who made purchases.
V. Recommendations
App Usability Enhancements: Simplify navigation and improve product filtering on the app.
Customer Support Optimization: Reduce response time for live chat, particularly during peak hours.
Personalization: Use purchase data to offer more relevant product recommendations.
VI. Next Steps
