The modern product experience is no longer just about the customer’s use of a company’s products or services. It is now about the customer’s entire journey with that company, from initial contact to after-sale service.
Ensuring an excellent experience throughout this process requires attention to many factors, including strategy and design for each stage in the journey; channels used for communication; operational processes and toolsets; and more.
This article will explore 4 fundamentals for mastering product experience management (PXM) in today’s world.
1. Understanding Product Experience Management?
Product Experience Management (PXM) is the delivery of a product or service to satisfy customer requirements. It’s about providing customers with an enjoyable and memorable experience from the beginning to the end by using every possible touchpoint and channel before, during, and after their interaction with your business or company.
One way that PXM can help a company is by optimizing the experience for their customer base.
The ultimate goal of PXM is to improve business performance through improved customer and employee engagement, increased productivity, better operational efficiency, reduced costs, and enhanced competitiveness.
2. How It Fits With Product Information Management (PIM)
Manufacturers are now turning to PXM to help them communicate with customers as they shop for products. This is a different approach than sending out emails, which may not be opened or read for days during the process of researching and purchasing a product.
With PIM, manufacturers can create customized messages based on each customer’s purchase history, which is updated in real-time as customers shop. If you want to know what the customer wants and needs before they have even told you, PIM is a great way to do that!
3. How PXM Fits With Customer Expectations
PXM is about giving the person what they need when they need it. A best practice for PXM is to ensure that teams are aligned with customer expectations as it relates to product experience.
This allows companies to utilize customer feedback to improve usability and customer experience across the board, which is important in today’s competitive market. Customers are no longer loyal to just one company because of their product. They expect optimal user experiences on all platforms, from mobile apps to desktop websites.
4. How You Can Get Started With PXM
The best way to get started with PXM is by testing your ideas and documenting any assumptions you make. You can do this through a combination of research, interviews, surveys, and in-person feedback sessions.
This will help you get a feel for what users or customers want from the product before you put effort into designing anything.
You can leverage the insights and tools of product experience management to:
- Increase your conversion rates with smarter design and marketing assets that are more aligned with user behavior patterns, needs, and goals
- Build better relationships by personalizing the relevant content based on individual preferences
- Create a seamless integration of digital media channels for a cross-channel engagement at each stage of the customer journey.
Conclusion
Product Experience Management is a must-have for businesses that want to stay competitive. Consumers demand more and more from the products they purchase, which forces companies to turn their attention towards providing new features and services in order to maintain customer satisfaction at an all-time high.
