How do you use data to identify and prioritize customer pain points?

Agree 100% that it is iimportant to collect data from a variety of sources to get a complete understanding of user pain points and their requirements. One best way to start this analysis is to map the as-is and to-be stage. This will tell you what is the current process, why are they doing it and what can be done different to simply the process. No single source of data will give you the whole picture. By collecting data from multiple sources, you can get a more accurate and complete understanding of the problems that users are facing. This discovery can be done by customer interviews, feedback forums, listening sessions, social media comments, app reviews, etc.

I agree that data gathering is paramount to understanding and identifying clients and their needs - along with the solutions I can provide to alleviate their pain points. Salesforce, LinkedIn, Reddit, Thomas Reuters resources, etc...

Building a persona requires careful consideration on selecting and journeying the customer for a specific task accomplishment solving the pain point addressing to a bigger audience with the right environmental attributes according to the business problem. In this step, the selected customer should be intimated about their participation and they reserve the authority to showcase the maximum pain points that the PM carefully considers in segmenting. Creating Persona Map as described above is highly critical. In my experience the Hook Framework invokes insights to all kinds of products. The Trigger -> Action -> Variable Reward -> Investment opportune discovering more pain points to address and builds right unique personas.

It is important to segment users into groups based on their persona and roles they play. This can be done using a variety of methods, such as affinity diagrams, personas, and journey maps. Affinity diagrams are a great way to organize data into groups of related pain points. Personas help in understanding their needs, pain points and motivation behind using product. Journey maps are visual representations of the user experience that can help in identifying pain points at different stages of the user journey, and also helps in knowing which steps are critical, has some importance/value, and eliminate the unnecessary steps. Journey mapping and segmentation is foundational in any product development.

Mapping out and understanding the customer journey is an underrated and valuable tool in all service sectors. I think knowing the stages and what it takes to reach those stages with your clients is essential.

In my opinion, utilizing A/B testing can be a practical approach to validate the relevance of collected customer data and address pain points. By conducting A/B testing, you can intelligently group customers with comparable preferences and then tailor your services accordingly. The critical juncture arrives when you elicit responses from customers, as this is when the viability of your strategy truly takes shape.

CX gaps often appear when you assess via NPS or other CSS. To best identify, survey questions should center around: - expectations vs. execution - testing awareness of Features And Benefits (FAB) - customer service speed, understanding and resolution - overall sentiment on the firm, the services or products Often metrics will lead you to a conclusion that “something is wrong” but no clear answer appears until you dig under the surface. It’s the disconnect between answers, the inability to articulate the reason for purchase, and the behaviors like zero referrals or disinterest in other tangential purchases from the firm. Dig deeper than “rate your level of service” if you really want to know where to fix your CX gaps.