¿Qué son los pain points o puntos de dolor de tus clientes?
Son todo aquello que representa un problema, preocupación u obstáculo para los clientes. Generalmente provienen de aspectos financieros (reducción de gastos), productivos (rendimiento de los colaboradores), operativos (procesos en el negocio); de ventas o de soporte (como áreas a optimizar).
Es por ello que los pain points representan una mina de oportunidades para las empresas que sepan aprovecharlos. Están basados en las emociones de los consumidores a un nivel más profundo, haciéndoles ver soluciones de problemas que ni siquiera habían pensado alguna vez que tenían. Hay que prestar especial cuidado en evitar que tus productos o servicios les causen pain points.
¿Por qué debes conocer los puntos de dolor de tus clientes?
El principal es que a partir de ellos podrás posicionar tus estrategias para obtener mejores resultados en las ventas de tu negocio. Una de las acciones más valoradas por los clientes es la atención especializada para brindar un servicio de alta calidad, y es el mismo objetivo en la búsqueda de los puntos dolorosos.
Conocer a tus clientes significa una ventaja que nadie debe subestimar. Los pain points son el arma más poderosa que tienes ante un mercado tan competitivo. Si además brindas soluciones con la intención de ayudar, esto genera un impacto sumamente positivo tanto para ellos como para tu negocio.
Conocer los pain points te ayudará a:
- saber más de tu audiencia;
- crear empatía con tus clientes;
- dar mayor servicio y atención;
- implementar procesos de mejora continua;
- lograr mayor fidelización;
- ganar en percepción positiva de marca;
- contribuir al impulso de las ventas;
- convertir más fácilmente a los leads;
- alcanzar más oportunidades de negocio.
Hay que prestar atención en cómo dar respuesta a los puntos de dolor. Si lo haces sin el preciso cuidado puede ser contraproducente. No se trata de que tus clientes te compren por miedo y ponerlos en estado de alarma. Esa no es la idea, sino que te prefieran por encima de la competencia porque tus productos o servicios les ayudan a aliviar su dolor o su conflicto en específico.
Fuente: HubSpot
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