Addressing the right customer pain points can help companies building long lasting relationships
Have you asked for feedback from a customer who recently churned?
Of course, you must have!
How did it feel when they gave you feedback about your product or service? It doesn't feel good at that exact moment but in the long run, it definitely helps you improve your offering.
Every business needs to identify customer pain points to be able to grow its customer base and reduce churn.
So let’s discuss the major areas of customer pain points:
Productivity pain points tend to be centered around processes and problems. Not finding the information you need when you need it or not having “enough” hours in the day to get through your task list.
Having reduced productivity can cause mistakes, stress and even burnout. As a result, customers experiencing pain points around productivity are often looking for a solution that will be easy to implement and with high benefits.
Money is always a focus in some form or another for the majority of businesses. Financial pain points occur when either a customer doesn’t feel that the product/service they are paying for is worth the price tag or they don’t have enough revenue to get the product/service that could really be helping them.
Budget options and/or free trials are particularly great for both of these pain points as the customer can test the product/service before a large monetary commitment. If they are happy then they will be glad to pay more for the next tier of pricing which in term reduces complaints and increases customer satisfaction.
We’ve all been there when we have a problem with a company and it’s impossible to contact them. Support pain points often stem from internal company failings that make resolving issues slow, tedious and quite frankly frustrating!
To make your customer journey seamless and frustration-free time, money and energy need to be invested in your Customer Support Team. This will be the team that encounters the majority of problems and therefore will most likely be the team resolving them too. Having a strong Customer Support team is an excellent way to build a great reputation for your business and get positive reviews and referrals.
Process pain points are again about the customer journey but in terms of how they feel about the whole process as a whole package. This includes their first interaction all the way through to purchasing, aftercare and support.
Software can significantly improve the customer journey as long as the right software is chosen. Each individual company needs to identify their own pain points to focus on fixing those areas first.
For example, if members of staff are regularly missing meetings, the cause could be linked to not having enough time to prepare in-between each call. Using an AI-powered note taking app, such as Flyte, staff are able to get automatic and categorized notes to significantly cut down on preparation time in-between calls.
If a customer is facing one or two or more of these pain points, they will sooner or later churn! So, what are the best ways to collect customer feedback?
There are many softwares available that can help you understand customer journey while they are using your platform. Pendo.io is a great tool to track your customer journey and understand where you get more clicks. You’ll therefore be able to expand those product features where you see a spike in usage. Overall, helping you to deliver better a product experience with more productive users.
If you have a sales team that regularly talks to customers then this is the perfect time to capture their pain points. To be able to capture spokes as well as unspoken things during a client conversation helps you understand what’s going on in your customer’s mind at any point in time.
Flyte's team intelligence and market intelligence can help you capture the sentiment, competitive mentions, product priorities and much much, that can help you decide the best strategy for every client.
Surveying your current customers or desired target audience is a great way to find out useful information. This information can then be used in your marketing campaigns or to improve your processes.
A great tool to use is SurveyMonkey.com as you can build your own custom survey for free. Typeform has many templates that give you the flexibility around how you want to structure your questions and what you want to achieve in the end.
Customer Reviews are a great way to quickly build trust with prospective customers. You can set up a Google My Business page for free and drive customers to leave reviews on Google. Alternatively, you can create profiles on G2, Capterra and Trustpilot (to name a few) and let users write their reviews there instead.
Tip: if you are starting to build your reviews, choose a singular platform. That way your reviews aren’t spread out too thinly.
Whilst it’s not good to copy, you can always be inspired by your competition. If you see something that is working well don’t be afraid to do the same yourself, maybe with an added twist? Equally, if you see something that isn’t quite hitting the mark, change what doesn’t work and run with it.
Flyte’s competitive intelligence can help you track which competitor’s product or services are on top of your customer’s mind. This will help you a) design your product roadmap, b) design your marketing campaign, c) improve collaboration between sales & marketing.
To alleviate the pain points above you can start by checking each of the options above to see if they can offer a solution.
As a recap: Flyte offers AI powered insights as well as fully automated note-taking features that saves >30% of sales reps time and helps increase efficiencies in your sales org. If you are looking to grow twice as fast as your competitors, book a demo here.
Keywords: conversaion rate, close deals, customer, painpoints, B2B sales, email marketing, social media marketing, word of mouth, customer reviews
Use Flyte! Our voice recognition technology helps business professionals take impeccable meeting notes and capture action items and insights from every call. You get actions and questions that keep you focused and in control, meaning your customers stay happy and engaged. No more paper-pushing and manually delivering actions.
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