What Does a Product Experience Team Do?

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by Lumavate | Last Updated: Oct 27, 2023

The products we use are a huge part of our lives. Whether it’s our cell phones, computers, or even our cars, living a normal life would be challenging without these essentials.

No matter which product we’re talking about, all of them provide some kind of experience. This product experience is what determines the product’s value. Whether the goal is to fix a problem or save time, the product experience is what matters most.

For this reason, manufacturers invest in staffing a product experience team.

What Is a Product Experience?

The product experience involves how someone interacts with a product. It relates to how they use it, the benefits it brings, and even how the product makes them feel. Furthermore, the product experience takes into account the entire product lifecycle for the buyer. This begins with the initial awareness and ends with the long-term usage of the product.

It’s also important to note that the product experience can involve both physical and digital interactions. For example, an experience can be formed when a buyer holds something in their hands. Another digital product experience can occur when the buyer scans a QR code to pull up more information about the product. The objective of each product experience is to foster an emotional bond between the user and the brand.

If you’re looking to increase sales, boost customer service, and create great products, focus on the product experience. After all, how your customers engage with your products is a huge factor to your success!

What Is the Role of Product Experience?

The purpose of the product experience is to ensure customers have a positive experience with your product. However, it involves much more than how the product is used after being purchased; it also takes into account other phases of the buyer's journey. This includes everything from the initial awareness and evaluation phase to actually making a purchase decision. Additionally, the product experience also involves the long-term use of the product and the level of customer satisfaction over time.

To excel in your product experience efforts, you should develop a product experience management (PXM) strategy that focuses on all potential interactions between a customer and a product. Furthermore, it should cover all steps of the buyer’s journey, everything from finding the product, purchasing it, and using it as intended. This includes a wide variety of product interactions, such as how the customer engages with the product, how it makes them feel, and what content or resources are used to help the buyer.

By focusing on product experience management throughout the entire customer journey, you can boost sales, drive customer satisfaction, improve product development, and take your business to the next level!

What Does a Product Experience Team Do?

A product experience team is often a team that’s responsible for the customer experience of a brand’s products. On some occasions, this team can be a collection of people from other roles within a business.

No matter how the team is structured, there is one goal in mind: to create, implement, and manage the product experience strategy. All in all, the product experience management team is in charge of ensuring positive experiences throughout the customer journey. The team will focus on key performance indicators, such as customer acquisition, product adoption, customer satisfaction scores, ongoing product usage, product feedback, product repurchase, expansion sales to other products from the brand, and retention.

These groups often have multiple product management team roles, typically filled by industry-leading professionals.

What Does a Product Experience Manager Do?

While these product experience teams are in charge of the product experiences for their customers, there’s one job that makes this team thrive — the product experience manager. The product experience manager takes responsibility for the overall product experience for one or more products. They can either be in charge of a team or handle the entire product experience duties independently. Throughout the strategy to the implementation, this individual is liable for the entire product experience process within an organization.

While some companies will have a full-time product experience manager who’s 100% dedicated to the role, other organizations will include these duties in another position, such as a product manager. No matter the structure, this professional is seen as an industry expert in all things regarding the product experience and related customer interactions.

If you want to boost customer satisfaction and do what’s right for your business, make the product experience a priority in your organization today!

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