Summarizing 4 Tips to Measure and Improve Customer Experience

Four product management experiences and takeaways from my talk at Userpilot’s Product Drive Summit

In this article, I summarize my talk today on 4 Tips to Measure and Improve Customer Experience, Using Real Product Examples. 

This article is a summary of the talk. If you are looking for

1. Slide deck,

2. Additional resources,

3. Answers to FAQs, or

4. How-to articles, then

I am glad to see that more than 800 folks found it interesting to attend my talk!

What did we cover in the talk?

I shared 4 of my recent product management experiences as examples to illustrate 4 tips to measure and improve customer experience.

Tip #1 Data + Empathy

As a Product Manager, you benefit from mixing anecdotes and data to understand customer needs. We looked at one real-world product example to look at how to combine three layers of customer insights.

This tip will help you right from the start of your product cycle because it will help you uncover the customer needs and help you go beyond first-level thinking. You can read an in-depth explanation for this experience and tip here.

Tip #2 Signals + Metrics

Are you heading towards success or failure?

You can better track the success metrics of your product launch by defining output metrics vs intermediary signals of progress. We used a case study to look at defining input vs output metrics. Although output metrics are values the business derives, such as an increase in revenue, they are delayed or may be influenced by external factors. We saw how to find intermediate signals that show the direction of a product launch.

This tip will help you when launching your product and beyond that step.

Tip #3 Process + Product

Some Product Managers consider product features much cooler than process changes. I understand that.

However, sometimes you need to drive stakeholder alignment and internal process changes to improve customer experience. We walked through another part of the same case study where we changed the function of a few customer-facing teams to improve customer experience. It showed how customers had a bad experience despite a good product, whereas changing the process fixed the experience problems.

This tip will help you when ideating solutions for a customer problem.

Tip #4 Checklist

You can build a checklist for product launches. This is to ensure you get your metrics ready, communicate with customers, your communication is well received, and you are driving the desired customer behaviour. I discussed this earlier in this article.

This tip will help you plan your go-to-market plan, a.k.a launch plan.

We can visualize these 4 tips on the product lifecycle as shown below. Based on the stage of a project you are on, you can decide on which part is most relevant for you.

What information will I follow up with?

I’ll share the slides and speaker notes via my newsletter so you can get them straight into your inbox. I’ll share additional resources and how-to articles to gain more value from the talk.