A new year does mark new beginning! It actually may not be true if one goes by facts but the mindset some of us have helps us believe it! I am big on the new year resolutions and making changes so a new year does mark new beginning for me
Why not start with the topics of customer experience this year! Yes one can build interesting , innovative products but if the user doesn't like it...then.... Do I really need to complete the sentence?
We are in the age of cut throat competition , there are 100 different options for the consumers. Then why one should use my product ? What is it that will attract a new user or have an existing user stick with my service/product ?
The attention span for any new app/service is lowered. If I am looking for a certain solution , I generally do not give more than 60 seconds to one option. Even 60 seconds is too high for certain cases.
If I have a limited span of attention , how am I conveying my message? Am I doing it in a right way?
Every time someone uses the product , it is showtime for us.. It's like you are ready on the stage and the curtains are going up! You want to give your best every single time..
Instead of making it more dramatic , lets get back to the plan for this year. I recently came across a good article from HBR : "The Truth About Customer Experience : Alex Rawson , Ewan Duncan , Conor Jones (FROM THE SEPTEMBER 2013 ISSUE). The authors have discussed customer journeys very well.
Its all easy to say that its important to improve on customer experience but how? Unless something is well quantified , it can be tricky to improve on it. The data gathered from internal/external can help but is it sufficient? What shall I do as an advocate of the customer? Do I really understand the problem of my end user? And so on..I am sure passionate product managers have faced such questions at some point.
So lets start with basics , the basics of understanding the end user. The customer journey. It need not be the journey throughout the product life cycle. It can be much more simplified. It can just be the journey from clicking the app icon - login - first screen of the app.
Lets get into more details starting next month!
Why not start with the topics of customer experience this year! Yes one can build interesting , innovative products but if the user doesn't like it...then.... Do I really need to complete the sentence?
We are in the age of cut throat competition , there are 100 different options for the consumers. Then why one should use my product ? What is it that will attract a new user or have an existing user stick with my service/product ?
The attention span for any new app/service is lowered. If I am looking for a certain solution , I generally do not give more than 60 seconds to one option. Even 60 seconds is too high for certain cases.
If I have a limited span of attention , how am I conveying my message? Am I doing it in a right way?
Every time someone uses the product , it is showtime for us.. It's like you are ready on the stage and the curtains are going up! You want to give your best every single time..
Instead of making it more dramatic , lets get back to the plan for this year. I recently came across a good article from HBR : "The Truth About Customer Experience : Alex Rawson , Ewan Duncan , Conor Jones (FROM THE SEPTEMBER 2013 ISSUE). The authors have discussed customer journeys very well.
Its all easy to say that its important to improve on customer experience but how? Unless something is well quantified , it can be tricky to improve on it. The data gathered from internal/external can help but is it sufficient? What shall I do as an advocate of the customer? Do I really understand the problem of my end user? And so on..I am sure passionate product managers have faced such questions at some point.
So lets start with basics , the basics of understanding the end user. The customer journey. It need not be the journey throughout the product life cycle. It can be much more simplified. It can just be the journey from clicking the app icon - login - first screen of the app.
Lets get into more details starting next month!
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