Have you ever gone to a bank and found it so difficult and irritating to do a simple transaction like make a deposit? How about going the mall and navigating your way around clothes only to find out that your size is not in stock? I am sure that we all faced customer service challenges in the past.
Successful organisation convert these painful customer experiences into opportunities to better serve their customers. Successful companies have processes and programs in place to deliberately identify customer pain points and addresses them. Companies, like Alibaba, go to the extent of modifying their business models to address these pain points. Addressing customer pain points is part of their agenda and not an afterthought.
How about your company? Do you use your customer pain points as opportunities to provide a great customer experience?