How to Identify Customer Pain Points
Most people don’t like pain and they definitely don’t like to experience the same pain more than once. The situation is no different when it comes to the pain customers encounter dealing with companies. Customers struggle to stay loyal with brands following a negative experience. Fortunately, executives are prioritising the customer experience more than ever these days. A recent study found that 75% of companies identified improving customer experience as their top objective.
Identifying pain points is an essential stage in improving the experience of your customers. Here are four proven methods to identify customer pain points.
Twitter, Facebook, Instagram, Snapchat….
Whether we like it or not, social media has become a significant part our lives. It provides a platform for customers to engage directly with brands (positively and negatively). Analyse your social media channels to understand the common pain points customers are encountering with your products or services. Even look at the social media channels of your competitors - what are people saying about those brands on social media? Could your customers be experiencing the same pain points?
What better way to understand what your customers go through than by actually experiencing their journey first hand. Immerse yourself in the customer journey and document any notable findings. This approach leverages the design thinking mindset, a human-centred methodology focused on understanding the customer before solving their problems. Consider some of the following questions to help identify pain points as you immerse yourself in the journey:
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The WorkFlow podcast is hosted by Steve Glaveski with a mission to help you unlock your potential to do more great work in far less time, whether you're working as part of a team or flying solo, and to set you up for a richer life.
To help you avoid stepping into these all too common pitfalls, we’ve reflected on our five years as an organization working on corporate innovation programs across the globe, and have prepared 100 DOs and DON’Ts.
