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Most businesses and organizations are working to ensure a positive Customer Experience. Product Experience (Product X) is an essential component of the same, and one cannot have a holistic CX program without first ensuring an excellent Product X for their customers. According to a study, 80% of SaaS features go virtually unused, costing an estimated $30 billion in wasted R&D, which results in sub-optimal customer experience.
Irrespective of their vertical or industry, businesses have had to adapt to the effects of global lockdowns and social isolation. We’re not sure how long the new normal is going to last, and businesses have had to tailor their Product Experience accordingly.
Providing your customers with the best user experience possible is one of the key differentiators in an oversaturated market – which is the case for several products.
Product experience can help you distinguish your brand from your competitors, driving customer loyalty, increasing product usage & enhancing your Customer experience.
You can read how Netflix’s focus on Product, Employee and Customer Experience has helped them become the leading provider of OTT content.
Here’s the tricky bit – there’s no single, unified metric which tells you how well your ProductX is faring. There’s several attributes you need to keep an eye on at multiple touchpoints of your product’s lifecycle. The effects of a positive Product Experience can be seen in CX as well.
Here’s what you need to track to gauge your overall Product X:
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