The next stage is product adoption. During this stage, you'll want to make sure your users understand how your product works and how it can benefit them. Providing additional resources such as in-app messages, personalized emails, and pop-up notifications will help to increase engagement and encourage adoption.

User retention is the third stage, and it's all about keeping your users engaged and coming back for more. Providing a great user experience is key during this stage.

Regular updates, bug fixes, and new features will help to keep your product fresh and exciting for your users. The fourth stage is all about turning your return users into product evangelists.

These are the users who are loyal to your brand and will tell their friends and family about your product. Encouraging user reviews, sharing on social media, and engaging in word-of-mouth marketing are all great ways to turn your return users into evangelists.

The final stage is customer feedback. This is where you gather feedback from your customers, analyze it, and make product improvements based on their feedback. Gathering customer feedback can help you identify pain points regarding your product and make necessary changes to improve the overall product experience.

Every aspect of a product's design , production, marketing, and delivery impacts the overall product experience. Everyone, including the designers and engineers who create the product, and the customer support representatives who interact with customers after purchase, plays a role in the product experience.

Customers themselves are active participants in the product experience, providing feedback and influencing the future of the product. Understanding the various players involved in the product experience can help businesses create a seamless and satisfying customer experience.

Once you understand what product experience is and how important it is for your business, it's time to start managing it. The way you manage product experience can impact your customers' perception of your brand and their loyalty. By effectively managing the elements of product experience, you can create a positive and memorable product experience that sets you apart from your competitors and creates loyal customers.

Data analysis is critical for managing product experience. You need to gather and analyze data to understand your customers' behavior and preferences. This will help you to:. Product engagement is all about keeping your customers interested and engaged with your product.

You need to keep them hooked and offer them a delightful experience that makes them want to come back for more. Engage with your customers by offering them:. Feedback is a valuable source of information that can help you identify what your customers want and need. It's essential to create channels that allow your customers to provide feedback and that you listen to what they say.

Act on feedback quickly to show you value your customers' input. You need a clear understanding of what features and enhancements your customers need and want.

Prioritize your roadmap accordingly to ensure you're delivering what's important to your customers. Gather feedback and insights on what your customers need most by conducting:.

Focus groups. Creating exceptional product experiences is essential for business success. With so much competition in the market, customers are looking for something that sets a product apart.

Companies must focus on creating experiences that are memorable, unique, and, most importantly, enjoyable. Read on for our tips on how to create exceptional product experiences. Research is essential for understanding what customers are looking for in a product. Conducting surveys, focus groups, or gathering feedback from customer support teams can provide insight into customer expectations and preferences.

The design of a product's interface plays a crucial role in creating an exceptional product experience. A clean, straightforward interface can provide a seamless experience for customers. Products should be designed with the end-user in mind.

Ensure the product design is functional and simple. This helps customers understand how to use the product, making it more intuitive and easier to use. Personalization allows customers to feel a connection with the product. Use customer data to create personalized experiences, such as recommended products or tailored product experiences.

Developing data-backed personas are a great way to generate knowledge about your user base. The delivery of the product should also be seamless, easy, and convenient for customers. Offer multiple delivery options, including shipping, pick-up, or delivery, and ensure the delivery is timely and efficient.

Creating exceptional product experiences requires effort and a commitment to meeting the needs and preferences of customers. By using these tips, companies can create unique, enjoyable, and memorable product experiences that will lead to customer satisfaction and loyalty. Use this phase to gather feedback and make tweaks.

Release your product again to a larger beta audience and repeat the process until the products are fully released. When it comes to creating exceptional product experiences, learning from real-life examples can be incredibly helpful.

By taking inspiration from the real-life examples below and focusing on creating a delightful, seamless product experience, you can build strong relationships with your customers and set up your business for long-term success. Here are a few examples of companies that have done a great job with their product experiences:.

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Agile product teams gather customer feedback, identify problem areas, continuously evaluate pain points, and iterate the product features. Other stakeholders who are accountable for the product experience include customer support, marketing, branding, and sales.

These roles also act as the voice of customers and provide data and customer inputs to the product team to assess whether the value of the product is aligned with business goals. This is especially true for B2B products because support, marketing, and sales people are often the most qualified to quickly understand the buyers, customer needs, and, more importantly, the pain points.

Additionally, the analytics team works cross-functionally with the product team to serve as the backbone for building an outstanding product experience. The analytics team quantifies data from various sources and categorizes it as success metrics, product usage metrics, north star metrics, and tracking metrics associated with the product.

These metrics make the organization data-driven and, in return, help the product team learn and enhance the product experience.

However, many product organizations prefer separate product analytics teams. The key to building an outstanding PX is to break silos across the organization to empower product management, other accountable stakeholders, and the cross-functional team to strive for product growth.

Personalized user onboarding provides an intuitive product journey for the customer. Distortion at initial touch points invariably leads to churn; a good product experience from the start makes a good first impression.

To keep the process succinct, you should implement guided and intuitive navigation through product orientations — for example, walking customers through new features and functionalities based on affinity without overwhelming them with too much information.

Some lean product management practices , such as building, measuring, and learning, help the product team iteratively build the product experience.

Product metrics provide insights around product performance, usage, engagement, satisfaction, and customer loyalty. Together, these analytics help us understand the overall journey of user behavior within the app. A feedback loop is the foundation of product-led growth, and analyzing the feedback allows the product team to take action.

There are multiple ways to run a feedback loop, including CSAT surveys, NPS, targeted notes, and tracking real-time sentiments.

Some even call in user-centered design UCD or UX research teams to conduct moderated and unmoderated user interviews and discovery sessions and focus on customer behavior to understand customer feedback.

To run experiments, the team typically builds a hypothesis and validates it with the customer. There are many tools available in the market to run an experiment, e.

Product experience also chimes in for branding, and consistency is the key to customer happiness throughout the product journey and touch points. For example, if a high-premium product demonstrates an outdated, non-curated platform, the simplest outcome to predict is that key metrics will suffer across the conversion funnel.

Keeping the product consistent and personalized per customer needs and expectations is crucial. The vision of steering the organization toward PLG lends itself well to building a frictionless product experience.

The better the experience, the more the product thrives by minimizing the customer acquisition cost CAC and marketing costs. There are specific performance indicators and product metrics that help organizations measure the product experience.

These are broadly categorized into five groups:. Pro tip : Avoid using vanity metrics to measure product usage.

Missing Three examples that show how the future of retail and e-commercelies in creating compelling product experiences to drive sales Product experience is a subset of the entire user experience. It focuses on the entirety of the customer journey that takes place within the product itself

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Sample product experiences - The product experience (PX) is a subset of the customer journey. It demonstrates the behavior and engagement exhibited by the user Missing Three examples that show how the future of retail and e-commercelies in creating compelling product experiences to drive sales Product experience is a subset of the entire user experience. It focuses on the entirety of the customer journey that takes place within the product itself

Subscribe to our blog. Sample product page: The same accurate, complete, rich, relevant and up-to-date product information can be seen on marketplaces such as Amazon and retail outlets such as Walmart: On Amazon: On Walmart: 2. Transparency: Fun advertisement: Availability: Subject-matter expertise: Attention to detail: 3.

Instagram: Key takeaways from these 3 brands: All three brands use educational and trust-building content and relevant storytelling to create social discourses and build communities.

Over time, due to familiarity and trust, consumers are more inclined to buy their products, generate content for the brand and invite more to join in.

These brands also ensured that all the product information across their sales channels is accurate, complete, rich, consistent and up-to-date, especially on their product pages. Optimize Your Product Information Processes Let's see how well equipped you are to face the challenges of digitalisation and globalisation.

Take the quiz. How to maximize impact on the digital shelf. The top 5 trends in product experience management PXM. Customer Experience.

Smartlook helps you collect quantitative and qualitative insights to make informed decisions regarding improving the product experience. Book a free demo to see how Smartlook helps you understand your customers and their pains, or try it yourself with a full-featured, day trial no credit card required.

Product experience is the impression that users get when interacting with your product. The customer journey involves all the touchpoints a customer makes when interacting with a company and its product s. This includes interactions that occur before and during the product experience. The post-purchase customer journey is what a person does with your product, and the product experience is how they feel about these interactions.

The customer journey has the ability to make or break the product experience. While the customer experience forms the overall brand perception , product experience is all about how your customers feel about your product.

Nebojsa Savicic of Plainly states that the product experience is part of the customer experience:. Simon Bacher of Ling App, refers to the customer experience as a combination of the buying journey experience and the actual product experience:. Before you take action, you need to dig into product experience analytics.

Start by collecting quantitative and qualitative product insights to spot issues relating to the product experience and understand the reasons behind them. First, turn to quantitative insights to collect statistics and spot trends in the product experience.

Have users been churning after a recent product update? Is there a decline in daily active users? Quantitative data will reveal the answers to these questions and help you understand what you should pay attention to. Some key metrics to track include:.

A UX tool like Google Analytics or Smartlook will help you collect these engagement metrics. Only when you have a grasp of user engagement trends will you be able to dig deeper into the data. Events consist of all user actions within your product. Smartlook is a product analytics platform that allows you to monitor in-app events.

It enables you to track a variety of user events, including rage clicks, CTA clicks, interactions with non-clickable elements, etc. By tracking these events, you can identify unpopular product features, spot usability problems, and see whether users are adopting new features successfully or not.

Tracking user paths will help you identify areas of your product that may be resulting in user drop-offs. After taking a look at user paths, the product team may discover that many users are abandoning their email campaigns at a certain stage, such as when they are creating email templates or designing email layouts.

By investigating further, they may find that users are struggling to create visually appealing emails or that the available templates are not meeting their needs. Here are some ways to collect qualitative insights:.

To understand real user behaviors and determine what is causing poor user engagement, you need to turn to session recordings. Whenever you spot issues in your funnels e. This is one of the most effective ways to detect opportunities to improve the product experience. Customer support conversations may become a source of valuable insight into specific customer needs or pains that users are experiencing with your product.

You can use a qualitative data analysis tool like Dovetail to automatically consolidate insights from all customer support chats and detect repeating topics. Use your findings to prioritize your product roadmap and fix the most crucial issues first.

Use surveys to back quantitative data with qualitative insights. A survey tool like Survicate will help you with this. You can create contextual in-app surveys to collect feedback on specific workflows or features in the wild. Survicate integrates with Smartlook , which means that you connect real customer feedback from Survicate with web session recordings in Smartlook to get the full picture as it relates to the product experience.

After analyzing product experience insights, you should be ready to act. Agendor , a Brazilian CRM software company, used customer feedback to revamp its onboarding process.

It works as a visual canvas for creating all types of websites, like ecommerce, blogs, and memberships. In a way, Webflow is a unique product: it serves small businesses, individuals, and freelancers with the same product as it does ecommerce sites or large companies that run high-traffic marketing.

Prebuilt layouts like menus, galleries, hero sections, and footers you can add to a blank project. Free and premium templates that make it easy to start from a structure instead of from scratch.

Webflow University , a library of free lessons covering every aspect of using Webflow. And these three elements are exactly what the first onboarding email from Webflow points its new users to:.

Within as little as two hours—the length of the Webflow crash course — new users can feel confident navigating the Webflow interface and start building their website with templates and layouts. Then, when users are ready to work with more complex website elements, Webflow University supports them in that process, too.

This product experience is crucial for freemium users to trust the paid product is worth it. If your user was sitting next to you and trying to use your product for the first time, what would make their head turn to you to ask for help or clarification?

Hussle is a network of gyms, pools, spas, and fitness apps. It connects people with the best gyms in their area through various types of passes, like one-off visits or multi-gym access. Everything else is a variation of one of these three options.

They regularly look for signs of user frustration: hitting the back button at checkout, rage clicking , or abandoning the session halfway through. That allows him to find points of friction, confusion, and frustration—and almost instantly fix issues that would otherwise take weeks to track down.

Hussle learns about its product experience on a daily basis. And when a company puts user needs first, users can see and feel that through product improvements.

The team might be tempted to launch new features and tweak existing ones—and spend months on it without a guarantee it will work. With qualitative data like survey responses and session recordings, Hussle can prioritize improvements that match what customers crave—and delight users with every change.

Dive into product analytics to find common friction points, like pages with high exit rates, low-converting pages, and features with low usage. Review session recordings that include those friction points and analyze how users navigate them, taking note of signs of frustration rage clicks or confusion u-turns, i.

quickly hitting the back button. Collect direct customer feedback using surveys and feedback widgets, especially on high-value pages like checkout, or pages users get stuck on.

Make these activities part of your regular schedule—even an hour per week can help you make a significant impact on your product experience. If you need to collect data to make a compelling case for product changes with your team and stakeholders, this is the way to do it.

Peepers is a family-owned digital retailer selling reading glasses, reading sunglasses, and blue light glasses with a focus on unique and colorful styles. You may try dozens of styles before finding what you like, or leaving, frustrated and empty-handed.

All throughout the website, visitors can jump into the Perfect Pair Finder , a quiz that helps them find the styles that suit them best. After answering questions about preferred shapes, colors, width, and strength, results show a best-match pair and a few extra recommended options.

Peepers's virtual try-on experience replaces the in-person experience and lets users explore different glasses colors and shapes to match their face. The virtual try-on is an option for every pair of glasses Peepers sells, and is an excellent PX example on its own.

But paired with the personalized quiz results, this feature makes it a seamless shopping experience —one that many customers might prefer over an in-store one. For example, users can virtually try on different pairs of glasses in different lighting, or with different hairstyles, makeup, and outfits.

This PX example focuses on exceeding customer expectations and creating customer delight by giving customers confidence that the product they picked is right for them.

You can create a similar experience by helping customers see themselves using your product, like:. Providing detailed case studies, including metrics, screenshots, demos, and real users telling their stories. Set up surveys like a Customer Effort Score CES or a post-purchase survey to learn how customers feel using your product, their motivations for using it, and barriers they may experience.

This will show you what your users love the most about their product experience, and what helped them make a purchase or complete a task. You can use those learnings in your product or website to nudge more customers in the same direction. You can also review session recordings from users who responded to feedback to see how their flow through the product went—the areas they progressed through smoothly and what they ignored.

Use these product experience examples to get inspired to educate your customers and empathize with them throughout their customer journey.