In the commercial sector, the consumer shopping process depends on many factors that influence the purchasing decision. Today, customers are not simply buyers, they are also people looking for the best experience, value and meaningful interactions with brands. To better understand customer psychology and needs, businesses need to focus on a few core points, helping them not only attract but also convince customers in this complex shopping process. Below are some common problems customers face when shopping that businesses need to know, shared by optimalmk.
What problems do customers often have while shopping?
Financial pain
Financial difficulties, also known as “financial pain points”, are when customers find that the solution they have requires them to spend a significant amount of money. This makes them feel uncomfortable and want to cut costs when using that product/service. This is one of the most common problems every business faces. Even if customers are not in real financial difficulty, they can still use this pain to bargain or delay the purchase decision.
Financial pain can come from both the business and the customer. Therefore, it is important to determine the cause to find an appropriate solution.
Pain associated with the procedure
Process-related pain, called “process pain points”, includes aspects related to executing processes and procuring products, experiencing services, or completing processes quickly. outdated or ineffective ways. Some issues in the process that businesses need to pay attention to are:
Customer care team is not professional.
- Inconsistencies in work processes lead to inconsistent information when businesses provide to customers.
- Using software/applications that are outdated and do not meet current needs.
Productivity pain
Productivity pain points, also known as “productivity pain points”, arise when potential customers spend too much time searching for and using the current solution. They want to use their time more effectively with an easier experience. Some examples of customer productivity pains include:
- Takes time to understand how to use the product/service.
- Service performance does not meet customer expectations.
Pain about support issues
On the support side, according to data from Hubspot, up to 68% of consumers are willing to pay more for products and services from a well-known brand that provides a good customer service experience. . This indirectly shows that, when customers do not receive the necessary support during their interaction with the business, they will feel dissatisfied. Almost all customers expect quick and effective support from businesses.
Solution for customers who have problems when shopping
Guaranteed safety and reputation
To ensure safety and reputation when shopping online, it is important to identify trustworthy sales websites. To avoid buying low-quality products or from fake websites, consumers need to pay attention to logos such as “INFORMED WITH THE MINISTRY OF INDUSTRY AND TRADE” (blue logo) or “REGISTERED WITH THE MINISTRY OF INDUSTRY AND TRADE” ( red logo) displayed at the bottom of the web page.
Authentic return policy
In addition, understanding a store’s return policy is very important, not only in the fashion industry but in all areas when shopping online.
Information security policy
To ensure information security when making online transactions, choosing websites with a lock icon next to the domain name is very important. This shows that the website is using high-level security measures to protect customers’ personal information.
Along with the development of technology, information security capabilities have also improved significantly. However, in life, everything has two sides, and it is important that we believe in solutions that help improve and enhance their positive side.
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