Any business that sells products knows that success comes from high-quality products. But is that all it takes?
The short answer is no. One aspect that many companies make is disregarding customer product experiences. This is the experience you provide your customer after they have bought a product.
You want to show your customers that you care about the experience they have with the product. Sadly, this is an overlooked aspect that many businesses ignore.
Here’s what you need to know about product experiences and why they matter.
1. Crucial to Customer Service
It’s no secret that customer service is crucial for any successful business, regardless of the products it offers or the industry it’s in. Any entrepreneur will gasp in horror when learning about how many companies have lost revenue due to poor customer service.
Customer service is often seen as what happens before a customer buys a product. But product experiences extend to what happens once you have secured a customer. This continued service is what keeps customer loyalty.
As a result, product experience is crucial to customer service. It’s imperative for the customer’s experience with the product.
You have to explain to a potential customer what the product is and how it will benefit them. If they buy the product, you want to follow up with them and ask them how they are enjoying it.
You want to let them know about any hidden features that they may have missed out on. You need to assure them that you are always available to help them if there are any issues with the product.
2. Keeps the Customer in Mind
A brilliant product designer often cannot see a product from the viewpoint of a customer. As stellar as the product might be, it might not always be suitable for the average customer. It’s like that college professor who knows their subject so well but can’t explain it in layman’s terms for the average student.
When a company puts product experiences as their priority, then products are designed with the customer in mind. Even the technical team who prepares the instruction manuals and other training materials for using the product has the customer in mind to make the product seem less intimidating.
Many beginners to cryptocurrency use web exchanges to buy cryptocurrencies. These web exchanges are simple to use and don’t need any technical knowledge.
Hardware wallets are more secure and advanced than any web exchange. However, many beginners in the world of cryptocurrency feel intimidated using hardware wallets.
Many hardware wallets are only suited for technically-minded and seasoned crypto investors. However, companies like Ledger have made a hardware wallet that is simple to use for the average customer.
They provide regular customer service to help their customers understand how to use the wallet. Even before the hardware wallet arrives at your doorstep, you can expect emails from Ledger on how to set it up. This is a perfect example of a company that provides stellar product experiences.
3. It Improves the Product
A company dedicated to product experiences will strive to improve its products.
Part of the product experience is to gather feedback from customers on their experience with the product. This feedback is used to improve the product for the future.
For example, if a customer is concerned about the durability of a product then future models of that product will be made from more durable material.
If a customer isn’t happy with the camera quality of their smartphone, they can address this with the customer. It’s because of this that top smartphone brands can now offer us cameras with 4K quality!
Ledger likely made easy-to-use hardware wallets for cryptocurrency after gathering feedback with existing crypto users on their frustration with competing hardware wallets.
An intricate product experience provides better analytics to the company. It means that you can see which products are selling well and which are not.
You can reach out to customers and ask them about their respective products to see what you are doing right and what you are doing wrong. If you make changes to the products that have received poor feedback, you can later see if these changes have improved product sales.
Analytics are imperative to the success of any company. To get the best analytics and understanding of how your products are received, you have to offer a product experience to your customers.
Your analytics help you make decisions for the future of the company. For example, you might want to discontinue one product altogether. You might decide to focus solely on one product or start mass production of a product that has a limited quantity.
These analytics are also things that shareholders, Board of Directors, and investors want to look at. To present them with the best analytics, make sure you take the time to create product experiences for your customers.
If they see a downward trajectory in the past, you can show them that you have gathered customer feedback. You can assure them you will make changes to ensure an upward trajectory in the future.
Product development is necessary for your business, but it’s only one priority out of many. For example, if you receive poor feedback from your customers on a product then you can prioritize improving the product before launching a new one.
If the product receives great feedback, then you can focus on launching a new one. You might find that customers prefer a few products from your catalog. You can focus on producing these products before creating a new one.
Product experience gives you an accurate and intimate understanding of how your customers respond to your products. This is the best way to arrange the priorities for your business.
Give the Best Product Experiences
Now that you know the benefits of product experiences, you’ll be able to use them for your business. Make sure to share this valuable content with your fellow entrepreneurs.
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