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Marketing

How to Solve Common Customer Pain Points in Your Brand

MM
Matt Montenegro Founder & CEO
05/01/2022 4 min
TL;DR

Customer pain points are problems buyers already feel; solving them starts by asking what they need and following up after the fix. PwC finds 70% of executives say expectations outrun company adaptation, and 29% of consumers left a brand after poor experience.

  • Why it matters: unresolved friction is a direct path to lost usage and spend.
  • How it works: ask for the needed solution, offer options, then verify the pain actually closed.
  • By the numbers: 29% of PwC-surveyed consumers stopped buying after a poor experience.
  • Reality check: 70% of executives say expectations evolve faster than teams can adapt.
  • The bottom line: align each fix to a stated need, then measure whether the pain stayed gone.

Ensuring that your customers have a good experience with your brand is paramount to achieving return revenue, growth, and customer satisfaction. 

However, many audiences don’t have great experiences with other brands, leading to the creation of pain points. When a customer is suffering from an issue, it’s a chance for you to step in and solve their problem.

Each of your buyer personas have their own customer pain points, and understanding what those are can give you leverage to create targeted messages that address those problems and position your brand as the solution to their issues. 

That gives you a great chance to take market share and improve your brand reputation.

In this article, we’ll take a look at what customer pain points are and how you can figure out what the pain points are in your industry. 

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How Do You Solve Customer Problems?

Now that you understand what customer pain points are and what some of the common challenges might be, let’s take a look at some of the solutions that you can provide to solve customer pain points and improve your own brand’s reputation among key audiences.

#1. Ask Customers About Their Needs

One of the best ways to solve customer pain points is to ask the customer what solution they are looking for. 

This helps the customer feel important and valued by your company and gives them a chance to discuss their needs and talk about what solutions will work for them. 

It also gives you valuable feedback about the customer experience.

Most businesses think they’re already listening to customers, but there’s a big difference between ticking off a survey box and actually sitting down to hear someone out. People can tell when you’re just going through the motions, so try to carve out time for real, honest conversations. Go beyond the expected questions and stay open to feedback you didn’t see coming—sometimes the true “pain” isn’t anywhere on your list of assumptions. If you’ve ever had a customer share something unexpectedly useful, you know how much of a difference that can make. This kind of feedback isn’t just helpful for troubleshooting, either; it can shape bigger changes in the way you do business.

#2. Offer Solutions and Give Options

It’s important that your brand is prepared to offer solutions when a pain point arises. 

Whether a customer is coming to you from another brand or is having an issue with your products or services, having options ready can help turn every interaction into a positive one and create a better customer experience.

Sometimes, though, the real trick is making sure those options are actually relevant. It’s easy to default to what’s been done before, but people’s needs shift—especially as new tech or trends pop up in 2025. You might notice that choices you thought were generous a couple years ago are just the bare minimum now. Staying alert to what customers expect, and not falling asleep at the wheel, goes a long way. Adapt frequently, even when it’s a hassle, if you want to keep that edge.

#3. Follow Up with Customers

If a customer has come to you for a solution, make sure to follow up with that customer to see if the solution fixed the pain point. 

You can try sending out an email with a survey attached, or have a salesperson or customer service representative give them a call to discuss their levels of satisfaction with your brand.

#4. Align Your Solutions to Customer Needs

Once you’ve identified what the problems are that your customers and individual buyer personas are facing, you can work to align your solutions to customer needs and provide clear alternatives to their challenges. 

This will increase customer satisfaction and help your brand stand out from the competition.

Wrap Up

Customer pain points are the issues that customers have that they are looking for solutions to solve. 

When you understand what the common pain points are in your industry or market, you can leverage your own brand solutions as an alternative that brings in new business and establishes your brand reputation. 

Solving customer pain points is just one step in the customer journey, which is the process that a lead takes in order to become a customer of your brand. 

Frequently Asked Questions

How should a team discover customer pain points?

The article's first step is to ask customers what solution they are looking for so the need is stated in their words. That conversation also signals that the company values the account. Pair interviews with support tickets and product usage clues, but do not skip the direct ask. Capture the pain in language the buyer recognizes before designing a fix.

Why follow up after offering a solution?

The article says that if a customer came for a solution, follow up to see whether the pain point was actually fixed, for example with an email survey. Closing the ticket is not the same as confirming relief. Follow-up also surfaces partial fixes before churn risk rises. Schedule the check while the episode is still fresh.

How fast are customer expectations moving?

PwC's 2025 Customer Experience Survey reports that 70% of executives say customer expectations are evolving faster than their company can adapt. That gap is the backdrop for pain-point work: yesterday's acceptable friction can become today's exit trigger. Revisit pain maps on a fixed cadence. Fund adaptation where the stated pains concentrate.

What happens when poor experience goes unresolved?

In the same PwC survey, 29% of consumers say they stopped using or buying from a brand due to poor customer experience online or in person. Pain points that linger become attrition. Lingering pains become attrition beyond complaint volume. Prioritize fixes with clear evidence of friction in journeys that protect revenue. Publish ownership so the loop from ask to follow-up does not stall.

MM Matt Montenegro

Matt Montenegro

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