Guest Writer, The Xpress Train
Customers are the most essential part of all production processes. If your customers are unhappy, your business will be unhappy. Identifying and fixing up all customer pain points should be your goal.
Keeping customers happy is a big deal for startups or businesses. Yet, that does not mean it is an easy task. No, it is a daunting task.
So how do you go about doing this? Stick with me and I will tell you.
Pain Points: What are they?
Pain points are problems that customers face when using your products or service. Diversity and variety are a common attribute of Customer pain points. This diversity makes identifying pain points a difficult task.
To simplify things, you can group them into four major types.
Financial Pain Points: Customers are paying too much for the product and are looking to cut costs.
Productivity Pain Points: Using the current product is too time-consuming. Customers are looking for more efficient ways to use your products.
Process Pain Points: Current internal processes need improvement. These processes are often linked to lead nurturing and support.
Support Pain Points: Your current support system has a few kinks in it.
Identifying Customer Pain Points.
Knowing what pain points are is not enough, you need to identify them. How do you do that?
Well, it’s as easy as asking. Who better to talk about customer pain points than your customers? If you want to know what hurts your customers, ask them.
How do you go about this? Well, here’s a list of things you can try.
Email: Send your customers an email and give them your ear. Let them talk to you. Not only will this help you identify their pain points, but it will also show them you are listening.
Online Forums: People visit forums to get information. Sometimes this can be product reviews. Visit forums and find out what people are saying about your product. Keep an eye out for complaints and you’d identify customer pain points.
Social Media: Like forums, people share information on social media. Try joining groups or following pages to see what your customers have to say.
A web search: Searching up your product online is also an option. While not as personal as the other options, it has its advantages. Adding specific keywords to your searches will help you out a lot.
There are several other ways to identify pain points. You can try using Google trends, surveys, or checking magazines. What’s important is getting the necessary information.
Now that you know the pain points, how do you fix them?
Fixing Customer pain points.
Fixing the customer pain point is the entire point of doing all that research. Match your identified problem to the corresponding solution.
Keep in mind that you don’t want the problem to arise again. So, make sure your solution is sustainable.
Below are some examples of some pain points and how you can fix them.
Information sourcing: If you provide inadequate information, your customers will leave. I don’t like guesswork with things I paid for, and I’m sure you don’t either. So don’t make things hard for your customers.
Provide all the necessary information about your product. No matter how trivial, keep them informed.
Complicated fees: No one likes to pay extra. If you are charging extra for your services, let customers know why.
A simple fix is to breakdown your fees as much as possible.
Poor Customer Service: Customers want quick and fast service. This applies to products as well as customer support.
Providing more professional customer service is a fix for this. If more staff isn’t acceptable, provide better customer self-service facilities. The less time they spend waiting, the happier your customers.