{"id":1309,"date":"2019-07-12T07:37:44","date_gmt":"2019-07-12T07:37:44","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=1309"},"modified":"2019-07-17T12:48:00","modified_gmt":"2019-07-17T12:48:00","slug":"discovering-your-customers-pain-points","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/discovering-your-customers-pain-points\/","title":{"rendered":"Discovering your Customer\u2019s Pain Points"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1456px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_2_3 2_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:66.666666666667%;--awb-margin-top-large:0px;--awb-spacing-right-large:3.84%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:2.88%;--awb-width-medium:66.666666666667%;--awb-spacing-right-medium:3.84%;--awb-spacing-left-medium:2.88%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p>As customer service continues to become a way for organizations to distinguish themselves from their competition, being able to uncover hidden pain points will become essential for organizations to succeed in the current environment.\u00a0 Customers will continue to put more importance on reviews as they decide which businesses or individual products and services they purchase.\u00a0 To begin, let\u2019s define a customer pain point:<\/p>\n<h4><em><span style=\"color: #54428e;\">Customer pain points are the problems that customers face when doing business with your organization.<\/span><\/em><\/h4>\n<p>Some common pain points can include:<\/p>\n<ul>\n<li>Long waits<\/li>\n<li>Bad surprises for the customer (example &#8211; extra charges)<\/li>\n<li>Negative interactions with employees<\/li>\n<li>Hard to navigate channels<\/li>\n<li>Inconsistency with service along an experience<\/li>\n<li>Employee not listening to understand a customer need<\/li>\n<li>Wrong information given to the customer<\/li>\n<li>Complicated fees or instructions<\/li>\n<li>Staff not knowledgeable<\/li>\n<li>Customer feeling ignored<\/li>\n<li>Not enough staff or resources for the customer<\/li>\n<li>No response to customer inquiries<\/li>\n<li>Customer doesn\u2019t see value<\/li>\n<li>Customer repeating themselves to different employees<\/li>\n<\/ul>\n<h4><span style=\"color: #16ad31;\">What is your customer\u2019s expectation at each touchpoint?<\/span><\/h4>\n<p>The thread that brings all of these common pain points together is the expectation of the customer.\u00a0 At each touchpoint, a customer brings a set of expectations of what that particular touchpoint will be like.\u00a0 When the touchpoint is below an expectation, a negative response occurs.\u00a0 The amount of negativity depends on the expectation coming into the experience and the temperament of the individual customer.\u00a0 Since each customer brings with them a history of experiences that is unique to them, their expectation of the experience is also unique.<\/p>\n<h4><a href=\"https:\/\/smileyanswers.com\/staging\/4537\/solution\/\">Measure your customer\u2019s expectations<\/a><\/h4>\n<p>Since each customer interaction along an experience is unique, it is important to have a way of measuring how your customer perceives this experience.\u00a0 By having a simple way for a customer to provide feedback, your organization can capture the positive and negative responses given by the customer.\u00a0 With obtaining real time feedback, you will have the ability to understand how a customer sees an interaction while they are in the experience.<\/p>\n<h4><a href=\"https:\/\/smileyanswers.com\/staging\/4537\/insight\/\">Follow your performance<\/a><\/h4>\n<p>As customer perceptions and expectations are collected, analyzing this information will help you discover hidden pain points.\u00a0 This is where an organization can shine by taking this data and making solid improvements to match or exceed customer expectations at the discovered pain points.\u00a0 With real time feedback, you are able to make these changes quicker to improve the customers overall experience.<\/p>\n<h4><span style=\"color: #16ad31;\">Improve your business<\/span><\/h4>\n<p>As positive changes are made along a customer experience, the results will show with newly collected data.\u00a0 Sharing these successes with both customers and employees will help you increase positive perceptions of all stakeholders and it will help you boost customer loyalty and referrals.\u00a0 These positive changes will also enhance the brand and strength of your organization.<\/p>\n<h4><span style=\"color: #16ad31;\">Perceptions and expectations are constantly changing<\/span><\/h4>\n<p>The customer perception and expectation of a positive experience are constantly changing.\u00a0 A few drivers of these changes include new technologies, culture shifts, experiences shared by others, and increased attention to customer service by businesses.\u00a0 Adding these and other important factors impact how the customer will see their experience with your organization.\u00a0 The important take away is that each organization needs to constantly measure customer perceptions to be on top of these perception changes.\u00a0 By having a culture that demands having a consistent pulse of where your customer\u2019s expectations are, your organization will become more competitive compared to those who do not take on this essential task.<\/p>\n<h4><span style=\"color: #16ad31;\">Wrapping it up<\/span><\/h4>\n<p>We are in a feedback economy.\u00a0 Along with seeking customer reviews of the organizations they want to do business with, today\u2019s customers are obtaining ways to give their own reviews and feedback as they interact with your organization.\u00a0 The expectation of the experience is in constant change along with the perception of how a customer sees the organizations they want to do business with.\u00a0 By having a strategy that focuses on taking more control of how the customer experience is executed along with understanding and managing customer expectations, your organization will be able to adapt to this fast-changing business environment and reduce the number of pain points your customers have.<\/p>\n<p><a href=\"https:\/\/smileyanswers.com\/staging\/4537\/contact-us\/\">Contact SmileyAnswers<\/a> to see how we can help you measure, follow, and improve your customer\u2019s experience.\u00a0 With real time feedback from the HappyOrNot\u00ae Smiley\u2019s, we can assist you in discovering hidden pain points that your organization can make immediate changes to.\u00a0 As your share your successes with customers and employees, your organization can make a cultural shift that will strengthen all the stakeholder relationships.\u00a0 In a time of constant change, having real time feedback and being able to adapt to customer demands is vital for businesses to succeed.<\/p>\n<\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_3 1_3 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:33.333333333333%;--awb-margin-top-large:0px;--awb-spacing-right-large:5.76%;--awb-margin-bottom-large:20px;--awb-spacing-left-large:3.8399999999999%;--awb-width-medium:33.333333333333%;--awb-spacing-right-medium:5.76%;--awb-spacing-left-medium:3.8399999999999%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\" fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"700\" height=\"444\" alt=\"Capturing the Student Voice in Higher Education with Real Time Feedback\" title=\"discover_pain_points\" src=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/07\/discover_pain_points.jpg\" class=\"img-responsive wp-image-1311\" srcset=\"https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/07\/discover_pain_points-200x127.jpg 200w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/07\/discover_pain_points-400x254.jpg 400w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/07\/discover_pain_points-600x381.jpg 600w, https:\/\/smileyanswers.com\/staging\/4537\/wp-content\/uploads\/2019\/07\/discover_pain_points.jpg 700w\" sizes=\"(max-width: 640px) 100vw, 600px\" \/><\/span><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":2,"featured_media":1311,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","footnotes":""},"categories":[16,11],"tags":[673,550,674],"class_list":["post-1309","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-satisfaction","category-sectors","tag-customer-pain-points","tag-customer-satisfaction","tag-employee-pain-points"],"yoast_head":"<!-- This site is optimized with the 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