Product Experience Best Practices

Product experience is the customer’s journey with the product from adoption to trial to ongoing usage. 

This is separate from the customer experience which includes interactions with the company including buying the product, training, support, and more.

The better the product experience, the better the overall customer experience which results in lower churn and higher retention rates.

Build into the core product all the key elements such as purchasing the product, unsubscribing, support, training, and community.

The product becomes the central hub for the customer.

Use the product to train the customer about how to use it in particular new features.

Build access to support into the product so the user can share key information with the support team.

Design in metrics to capture the customer’s use of the product and make it available to the developers for product roadmap decisions.

Use it to capture feedback from the customer such as new product feature suggestions and complaints about current functionality.

The product is the ideal place for onboarding, training, and monitoring the customer’s experience with the product.

 

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