Product experience is the customer’s engagement with the product.
Consider these customer touch points in developing the product experience:
Sign up — this is the stage customers commit to the product and join.
Make sure you have an easy signup process that states clearly what the customer will receive.
Onboarding — this is the stage customers set up the product for their own use.
Again, make it simple for customers to use the product.
Design it such that the user gains a benefit from it quickly.
Support — provide multiple channels of support.
Provide online and on-the-phone support for the customer to get answers to their questions.
Renewals — build automatic renewals into the product.
Remind the customer that the renewal is coming up and check for any concerns.
Upgrades — provide updates to the product with new features.
Notify the customer of upgrades and how they will impact their use of the product.
Sharing — give the user the ability to share their experience with the product both good and bad.
Provide a community access channel that gives the customer a chance to find additional information about the product and also share success stories.
Design the product experience up front so it’s part of the product itself.
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Hall T Martin is the director of Investor Connect, which is a 501(c)(3) nonprofit dedicated to the education of investors for early-stage funding. All opinions expressed by Hall and podcast guests are solely their own opinions and do not reflect the opinion of Investor Connect. This podcast is for informational purposes only and should not be relied upon for the basis of investment decisions.