In order to run a good business, you have to think like the consumer of said business. No one constructs a cinema, for example, without thinking about viewing angles, the ease by which to find seats, and what refreshments would be most popular for an audience buying their ticket and snacks.
But of course, it’s not just positives that drive business decision-making. It’s also what we’re trying to avoid. As such, going through like as a consumer, service-user, client and customer is valuable, especially if you focus on what annoys you. That level of aggravation might not seem like an enjoyable experience, and it’s true. Of course, you shouldn’t hyper-fixate on every issue, some negatives can be considered good in a way. For example, most people implicitly understand that waiting for their meal in a restaurant is part of the experience, not an annoyance of wasted time.
So, how can you leverage aggravation as a useful tool for planning your business? In this post, we hope to explore three stark examples:
Payment Issues
One of the most frustrating experiences for any customer is dealing with payment issues. After all, deciding to use a business is the ultimate achievement from a company’s point of view, and so any friction from that point on is usually negative unless implemented for security reasons.
A convoluted checkout process, hidden fees, or declined transactions are incredibly annoying, and these hiccups can quickly turn a pleasant shopping experience into a nightmare. As a business owner, it’s
