Customer Pain Point: Definition
, Types and Strategies
What is Customer Pain Point?
Customer pain point is a problem experienced by customers in terms of business. It means a problem about a product or service that is being used by the customer. In order for your business to continue running, of course you have to do a strategy, not just promotion, but you need to do customer pain points.
In other words, customer pain points are customer needs that have not been met by a company. With pain points, it helps companies become better by finding solutions for customers. If a company knows the desires and needs of customers, of course customers will be loyal to the product or service.
Types of Customer Pain Points
Here we will explain several types of customer pain points.
Productivity pain point
When using a product or service, customers expect a more efficient experience, because customers don’t want to waste their time using the product or service.
For example, customers have difficulty getting information to do a task. Personal data information cannot be directly uploaded, documents must be written manually. UI/UX products that are less responsive so they have to work twice to achieve their goals.
The thing to remember for companies is that comfort is one of the important things to create in a service or product. Customers will easily switch to other products that are easier to process. Therefore, companies must convince customers that your product is more efficient by providing a tutorial on how to use the product.
Financial pain point
When customers have spent a lot of money using a product so they want to reduce expenses. For example, customers feel that every transaction has an admin fee, expensive subscription fees, no price transparency, the product they get is not worth the price and others. Financial pain points include several things, namely product age, repeat purchases, fixed costs, and value.
Support pain point
Customers do not get support when they need help. If customers do not get a way to solve it, over time customers will move to other competitors. Slow response customer service, lack of information, customers have difficulty finding customer service numbers are factors that cause customers to leave the product.
Therefore, companies must provide the best service for their customers so that it will not impact your business. For example, having an FAQ service, call center or automatic chat.
Process pain point
When customers use a product or service but are confused because the initial design is flawed. This makes customers uncomfortable in using a product or service, for example, there is no automatic confirmation. If customers are disappointed, it will certainly influence people around them not to use the product.
Customer pain points are customer needs that have not been met by the company, so there needs to be a customer pain point strategy that makes customers remain loyal to the company’s products. With the existence of pain points, the company will create a marketing strategy that provides solutions and is attractive to customers.
How to Identify Customer Pain Points
In order for the company to maintain its business, it must determine customer pain points by identifying customer pain points. Here are some methods that can be applied:
Conduct qualitative market research
How to identify it by evaluating data related to customer pain points. Customer pain points are difficulties experienced by customers, both in terms of consumer support, price and system. By evaluating data, you can find out in detail what customers need.
Conduct qualitative sales research
Another way you can find out from the sales team is by looking at the response from customers when rejecting their products where the sales team will provide customer questionnaires to find out suggestions, criticisms and opinions related to the product. That way, it is not surprising that the sales team knows the customer’s problems in detail.
Providing a live chat feature
The existence of a live chat feature on the website is also one of the identifications to find out what information is needed by potential customers. The company gives customers the opportunity to ask questions related to problems, even on the website it has categorized questions.
Listening to customer complaints
With online platforms such as social media or blogs, it is easier for companies to identify customer pain points because customers will convey complaints. So that the company understands the problems of customers and can find solutions in related industries by continuing to innovate.
Based on the explanation above, the advantage of customer pain points is that it can improve your business because it knows the desires or needs of customers. That way, the company can find solutions and continue to innovate which makes customers remain loyal to the company’s products or services.
Customer pain points are complaints or needs of customers that have not been met by the company. There are several ways to overcome customer pain points, namely explaining the benefits of the product by providing an explanation of the benefits, existing features and uses of the product.
Explain to customers why they should use the product. Another way is to use language that is easy to understand. So that customers understand the advantages of the product, use simple but professional language so that the product can be trusted.
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