Printable Customer Experience Profile

[Your Company Name] | [Your Company Address]

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:

  • Satisfied with the product range but felt the mobile app could be more user-friendly.

  • Highly appreciated the follow-up emails and personalized offers.

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

1. App Usability Enhancements: Simplify navigation and improve product filtering on the app.

2. Customer Support Optimization: Reduce response time for live chat, particularly during peak hours.

3. Personalization: Use purchase data to offer more relevant product recommendations.

VI. Next Steps

• Implement app improvements by Q1 2055.

• Train customer support teams to handle peak hours better.

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