Last week, I took a much-needed break and visited Kauai, where I took a catamaran tour of the breathtaking Napali Coast. 

While the stunning views were unforgettable, what truly stood out to me was how the boat captain and his assistant engaged with everyone on board. 

Their approach reminded me of an essential principle in customer education: understanding your audience.

During the 4-hour journey, the captain and his assistant made it a point to speak with all 18 passengers, learning about their backgrounds and interests. Based on what they learned, they tailored their stories and facts to each individual or group.

For example:

• The couple sitting next to me was fascinated by history, so the captain shared details about the island's rock formations and its cultural significance.

• My kids are captivated by marine life, so they learned fun facts like how dolphins sleep with one eye open.

Each piece of information was tailored to the persona, keeping everyone engaged and interested throughout the tour.

Drawing Parallels to Customer Training

Just like the boat crew, we need to take time to understand our customers—their goals, challenges, and interests.

Building customer personas is key to creating engaging training and sharing product insights that resonate.

Here are four actionable steps for building effective customer personas:

1. Talk to Your Customers
   Just like the captain did on the boat, spend time talking to your customers directly. Conduct interviews or surveys to learn about their pain points, goals, and preferred learning styles.

2. Analyze Data
   Dive into usage data from your product or platform. What features do customers use most? Where do they struggle? This data can reveal valuable insights about their needs.

3. Segment Your Audience
   Group customers based on common traits like job roles, industries, or expertise levels. For example, a healthcare professional might need different training than an IT administrator.

4. Tailor Your Content
   Once you’ve identified personas, create training materials that speak directly to their needs. Use relatable examples, relevant case studies, and engaging formats like videos or interactive guides.

Why It Matters

When we tailor content to specific personas, we create a more engaging and impactful learning experience—just like my boat tour guide did for his passengers.

By understanding your audience deeply, you can ensure that your training resonates with them and drives product adoption.

Until next time,

Manasi

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