Is Customer Experience Part of Product?
by Averi Easley | Last Updated: Jun 1, 2023
by Averi Easley | Last Updated: Jun 1, 2023
Consumers are faced with numerous choices when searching for a product to purchase. They can easily become overwhelmed with all of the options and may even have trouble finding relevant information that can help with their purchasing decisions.
A great way for companies to stand out is to create digital product experiences, which can provide valuable information to your customers. These digital product experiences can be for any part of the customer’s journey and can help your customers wherever they are.
A product experience can come in a variety of forms. Some of the most common examples of product experiences include the following:
Product Catalogs - Create a digital product catalog that showcases all of the products that your company offers.
QR Codes - Create product experiences that are connected to a QR code. These QR codes can be attached to your product's packaging and customers can scan them to learn more about the product, how to use it, or install it.
Trade Show Booth - Provide additional information to your booth staff and visitors by creating a product experience for each.
Product Registration - Provide easy-to-use experiences that allow customers to register their products. By using a PXM like Lumavate, you can have the data go directly into your system of record.
Maintenance Tracking - Create a product experience for each of your products that allows your customers to track their maintenance on that product.
Product Recommendations - Create a product experience that includes a quiz. The quiz can assist your customers with providing the best product for them.
As you begin thinking about creating a product experience, it is recommended that you also consider a product experience strategy. A product strategy is the overarching strategy for all products across the entire customer journey. It is recommended that any company that sells a physical product create a well-thought-out product experience strategy.
Within your product strategy, you will also want to consider a product management solution. By using a product management solution, like a Product Experience Management (PXM) platform, you will be able to quickly create digital product experiences and tie these to your product data.
Ideally, you will also find a solution that automatically pulls data directly from your product information management (PIM), digital asset management ( DAM), and https://www.lumavate.com/content-management-system (CMS) solutions.
The examples above show that a product experience can greatly vary, depending on the specific use case that your company decides to focus on. Your company may choose to focus on product registration experiences for all of the different products that your company has available.
According to Zendesk, customer experience is “ all the interactions customers have with your company at all stages of the customer journey—even if it doesn’t result in a purchase. It focuses on the relationship between a business and its customers.”
Another way to think of customer experience is that it is the overall perception a customer has of your company and all of the interactions a customer has with your brand.
So why is customer experience important? Customer experience is important because it can be the key to the success of your company. By delivering an exceptional customer experience, you will lead to improved customer retention, which means customers will continue to purchase from your brand.
If customers had a positive experience, they may tell their friends and family, who will likely purchase from your brand as well.
As we discussed above, product experience is how a customer views a product and its features, while customer experience encompasses a wider area and is generally how the customer views a company as a whole.
So with this in mind, are product experience and customer experience related? Ensuring your customers have a positive experience with your products will help ensure they also have a positive customer experience with your company or brand. It is also important to ensure your customers have a positive experience with your customer service team, as this can directly relate back to your products and a customer's overall experience.
A product manager is extremely important in customer experience, especially when the company sells a physical product. The reason for this is that a substantial portion of the customer experience will be influenced by the product and a customer's interaction with it.
A product manager can also be a valuable resource when it comes to creating a product experience. Product managers often know everything about a product and can help prioritize what product experiences should be created next.
Lumavate is purpose-built for manufacturers. Talk to one of our product experts today to see how easy it is to centralize your product data and create engaging digital product experiences.