While many businesses believe they understand their customer pain points, studies continue to show customers don’t feel the same. Oftentimes, organizations rely on their past experience, opinions, and best guesses to identify friction points in the customer experience. Making such assumptions, instead of leveraging data-driven insights, can be a waste of time and money — and ultimately will fail to improve the customer experience.

To truly understand your customer pain points, you need to analyze different types of data to answer the “where, what, and why.” Quantitative data is the key to finding low-performing pages on your site (e.g., the “where”), while qualitative data provides insights into what is actually happening on those pages (e.g., the “what” and the “why”). Performing such an analysis is the cornerstone of our Customer Experience (CX) Audit. When you partner with Blast’s optimization experts on a CX Audit, you’ll remove the guesswork, identify what’s not working for your customers, and gain actionable steps to EVOLVE your customer experience.