Understanding the Significance of Product Experience in Customer Journey

Product experience is a part of the entire user experience. It concentrates on the complete customer journey that occurs within the product itself.

Product Experience (PX) refers to the feelings, thoughts, and motives that customers have while using the product. It is the part of the User or Customer Experience that occurs inside or with the product, implying that every second a customer interacts with the product should be counted as a product experience.

Product Experience is a component of the customer journey that reduces customer churn and increases business revenue.

It is important for companies to adopt a product philosophy who are moving to a customer-centric perspective. Features, quality control, and design all contribute to the overall product experience.

According to reports, “90% of customers are influenced by positive reviews when buying a product”.

What Is the Importance of Product Experience?

Product experience is more important than ever. Users will stop using the product if they have a bad product experience or customer experience.

Customers are looking for personalized solutions and this is uplifting the expectations of companies. Customers who are dissatisfied with the brand are looking for alternatives.

Having a fantastic customer experience is no longer sufficient. Customers want goods that respond to their requirements, engage them, and help them achieve their goals.

With a product experience strategy in place, information can be distributed in the most effective way for customers.

As a poor-quality product experience would make customers hate having to use a product to perform a job, that’s why product experience, particularly intuitive and personalized product experience is important.

Successful product experience enhances usage time, builds loyalty, and improves NPS.

How to Improve Product Experience?

As now we realize that the product experience is important for the organization’s success. Now let’s have a gaze at how we can make the product experience better. Here are some of the most effective strategies which you can follow to improve product experience:-

1. Create an analytics infrastructure

Understanding the customers’ wants, needs, and behavior is at the core of delivering something of real value. That’s why product analytics is so important: it offers context to your understanding of what your customers want from your product.

Choosing the metrics you will use to measure the product experience is the first step in setting up your analytics system.

2. Define product ownership experience

The key product functionality, UX, and design experiences are owned by the product, engineers, and design teams. However, product experience requires a company-wide effort involving customer-facing teams such as customer success, marketing, and account management.

Regardless of your company’s structure, it is important to explicitly establish ownership and alignment across divisions when creating goals.

When you decide to master your product experience, you must include all customer-facing operations.

For example - When you deploy a new feature, the product team may opt to raise awareness by sending out a broadly targeted in-app note. But a broad-targeted approach, on the other hand, might not provide the best experience.

The customer success team will have a better understanding of which customers will be benefited from that feature; the marketing team will be able to target customers at the top of the funnel, and the account management team will be able to use the new feature for upsells.

3. Contextualize your onboarding

Contextual onboarding is another important factor to improve the product experience. Unlike traditional onboarding, which shows you the product and then leaves you to it, contextual onboarding adjusts to the user’s actions.

Users will have a substantially better product experience as a result of this. This gentle technique feels more natural and adds less friction to the process.

Custom events are used in contextual onboarding. These events then trigger the relevant onboarding flow.

Custom Event example - If a user navigates to a specific area of your product for the first time then you can show them how to use the new function with helpful tooltips.

4. Collect and act on customer feedback

All product-led growth strategies are built on the foundation of customer feedback. Analyzing customer feedback looks different for every business depending on what questions are asked and where the feedback is collected.

But many companies just collect customer feedback and then let it sit. However, how you act on the feedback you receive is only as good as how you process and act on it.

Create efficient feedback loops as a frictionless part of your product experience. In-app surveys, one-to-one messaging, targeted notes, and tracking real-time sentiment shifts are all options to collect customer feedback.

If you are looking to measure and optimize personalized customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get the detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.