How to Identify Your Customers’ Pain Points

I‘m always on the lookout for articles with the potential to positively change a business. What’s your take on the following points I came across recently?

Every brand aims to make the customer journey as painless and enjoyable as possible. They know it’s the key to build trust with their target customers.

However, no matter how sophisticated the purchase journey is, pain points are still inevitable. As customers’ preferences change, your business must be able to cope by making the necessary adjustments. This means you have to be attentive to the voice of the customer so you can meet their expectations. Here are ways to identify the customers’ pain points and solve them permanently.

Listen

When sales reps or telemarketers pitch their products and services, they tend to use the “sell-and-tell” technique. Armed with dazzling smiles and captivating phrases, they mostly focus on what they should say to convince customers to buy. This prevents them from listening to the customer’s story.

This is the most common mistake that brands make. When they find a sales opportunity, they make the whole thing about them, forgetting that the decision to buy rests in the hands of their customers. If you’re not willing to listen to what they have to say, let alone give them a chance to speak up, they won’t trust your brand.

Focus on Your Customers’ Needs

Implementing a customer support approach that prioritizes the customers’ needs will help you iron out their pain points. However, brands fail to do this because they neglect the voice of the customer. They may already be telling you what their issues are, but until you’re willing to listen, this feedback will be useless.

Instead, you should make customers feel special during every interaction. Find out what motivates them to buy, what sales practices drive them away, and what they expect from your company. The next step would be to integrate these insights into your organization’s processes. This way, you can smooth out the rough parts of the customer journey.

I’d be really interested to know your opinion. Check out the full article here and then I’d be happy to discuss with you by phone (0429) 011-071 or email [email protected].

To your success,

Ian