{"id":119492,"date":"2021-06-30T05:39:30","date_gmt":"2021-06-30T12:39:30","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=119492"},"modified":"2024-05-07T22:02:51","modified_gmt":"2024-05-08T05:02:51","slug":"how-to-center-your-product-around-the-customer-experience","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/how-to-center-your-product-around-the-customer-experience\/","title":{"rendered":"How to center your product around the customer experience"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Customer Experience (CX) is generally described as the interaction of an organization and a customer. This interaction includes a customer\u2019s awareness, attraction, cultivation, discovery, <a href=\"https:\/\/www.questionpro.com\/blog\/customer-advocacy\/\">customer advocacy<\/a>, purchase, and use of a service.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Building a CX team requires seeking out <a href=\"https:\/\/chisellabs.com\/blog\/what-are-cross-functional-teams-strengths-and-weaknesses\/\">individuals with different skill sets and experiences<\/a> to fully realize and assist customers whilst in the midst of <a href=\"https:\/\/chisellabs.com\/blog\/product-development-methods-agile-scrum-kanban-waterfall\/\">product development<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">During the growth of a company, departments scale such as marketing, sales, service, and product owning. The fear is that somewhere along these lines, the customer becomes a concept rather than an actual human being.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are a few things you can do to prevent this phenomenon.\u00a0<\/span><\/p>\n<h2>Define the culture<\/h2>\n<p><span style=\"font-weight: 400;\">Your culture needs to celebrate learning and allow for failures as well as accepts change. There has to be a focus on cultivating an environment where that will thrive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ask the hard questions:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are there company values?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are people asking questions?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Are questions answered?<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Do employees have fun with each other?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Do employees help each other succeed?\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Does everyone understand the vision?\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Building a strong, healthy, fearless culture is the hardest step, but it makes everything else so much easier.\u00a0<\/span><\/p>\n<h2>Variety<\/h2>\n<p><span style=\"font-weight: 400;\">Your team ought not be made up of CX designers. In fact, I would go as far as saying that there shouldn\u2019t be a CX designer in the company.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The team you create should be cross functional and design the customer experience together.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Have your team be comprised of marketers, UX designers, a product owner, and customer support. Make sure they\u2019re led by <a href=\"https:\/\/chisellabs.com\/blog\/who-is-the-product-owner-in-agile-key-roles-and-responsibilities\/\">someone knowledgeable in the business<\/a>. The product owner may be the clear choice in this situation.\u00a0<\/span><\/p>\n<h2>Create a definitive CX vision<\/h2>\n<p><span style=\"font-weight: 400;\">The goal of the team is to create a cohesive and consistent experience for customers by improving the existing product or service by introducing innovative ideas and opening up dialogue with users.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s two main parts regarding the cohesiveness and consistency: The style of messaging, brand, and tone, as well as the consolidation of documentation, processes, and systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This means picking the right <a href=\"https:\/\/www.questionpro.com\/blog\/customer-advocacy-software\/\">customer advocacy tool<\/a>, the mediums to do the work on, and integrate the workflows accordingly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Every change needs to go through marketing, then development, and then training so that everyone knows what they\u2019re launching, developing, and supporting accordingly.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Making sure everyone is on the same page with feature and <a href=\"https:\/\/www.questionpro.com\/blog\/product-feature-prioritization\/\">product feature prioritization<\/a> and deployment makes team alignment all the more important.\u00a0<\/span><\/p>\n<h2>The cycle of a cross functional team<\/h2>\n<p><span style=\"font-weight: 400;\">The product is at the center, feeding marketing and support with necessary information on how they should position or support users.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Marketing and support then feed the product team on how the product is perceived, what market or domain changes are coming by providing both subjective and objective feedback on user pain-points.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This cycle ought to go on indefinitely.\u00a0<\/span><\/p>\n<h2>Conclusion<\/h2>\n<p><span style=\"font-weight: 400;\">The customer needs to be unified within a company, the same person that first talks to a sales person will one day engage with support or follow social media channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">More often than not, each division starts treating a customer as brand new and exclusive to the product.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The experience ought to match the company\u2019s values.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To surmise, creating a customer focused culture is required before building ac ross functional team that focuses on the customer journey. Make sure to initiate the two way conversation with a customer. And lastly, create constant iteration loops to validate and improve continuously.\u00a0<\/span><\/p>\n<p class=\"p1\"><strong>Looking to deliver an exceptional customer experience with <a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">QuestionPro CX<\/a>?<\/strong> Discover more about how to delight your customer at every touchpoint and turn them into brand advocates.<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>Access your CX 10-day free trial now<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer Experience (CX) is generally described as the interaction of an organization and a customer. This interaction includes a customer\u2019s [&hellip;]<\/p>\n","protected":false},"author":57,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,190],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to center your product around the customer experience | QuestionPro<\/title>\n<meta name=\"description\" content=\"Customer Experience (CX) is generally described as the interaction of an organization and a customer. 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