Glossary
Product Experience
If you’re a business leader and you want to improve your market position and build a stronger, more resilient company, then it’s time to get serious about your product experience.
In this post, we’ll explore what PX is and how it can help boost sales and engagement—and get people talking about your brand!
What is Product Experience?
Product experience refers to the customer’s journey within a product, and is a key aspect of product-led growth. While it is similar to user experience (UX), PX refers to the customer’s experience with the product itself, not their overall experience with the company.
In the software industry, product experience refers to the portion of the customer journey that takes place within the application.
An orientation towards PX helps companies become modern and data-driven. Since product-led growth is touted to be the most sustainable way to propel customer retention, product experience management has assumed new importance.
Why is a Product User Experience so Important (especially in today’s world)?
Your product experience could be what makes or breaks the business—especially in today’s world. Why? Because, especially when it comes to SaaS, we are in an oversaturated market that can be very cutthroat. If your product is not easy-to-use, well-designed, and/or doesn’t function well, customers have no problem tossing it aside in exchange for one that will.
In addition, because the business climate has shifted to a subscription model, customers no longer feel locked in or “stuck” with a product once they have purchased it. They can easily switch if they are no longer satisfied.
All of this demands constant attention to and investment in the product experience. In order to stand out in the market, companies must create superior product experiences that win the loyalty of their customers. Focusing on creating an excellent product experience reduces churn, improves revenue, and creates a better business.
Note: For products with free trials, it is especially important to provide value immediately.
What are the Benefits of Using Product Experience Tools?
Thankfully, you’re not alone in the quest to create superior product experiences—there are tools that can help. However, many businesses are not sure why they should invest in these tools or what benefits they can expect from using them.
Here are two of the most common benefits of using product experience tools:
Improved User Experience
The main goal of product experience tools is to improve the user experience by collecting data and analyzing it to determine where improvements need to be made. Using this information, businesses can make changes that will result in happier customers. This means less churn and fewer complaints from customers who don’t like their products.
In addition, it allows companies to focus on what matters most when designing new products or updating existing ones.
Improved Efficiency
Product experience tools also help companies save time and money by eliminating unnecessary steps in the design process. For example, if a company designs a product with a feature that no one ever uses, then this tool will make it possible for them to identify that it is not providing value for their customers.
With this information in hand, businesses can then decide whether or not it makes sense to remove these features or improve upon them.
Why Training Customers on Products is so Important for User Experience
The first time a customer interacts with a product, they’ll have questions. They’ll be confused. They’ll need guidance through the process of learning and using the product. If you don’t train them, they could become frustrated. And ultimately, they may stop using your product altogether.
Training your customers helps them to have a positive experience with your brand and product. It also builds trust between you and them, which is vital in any relationship, but especially when you’re trying to sell something.
Product training gives them the tools to become successful users — and that’s exactly what business leaders want!
Here’s why training customers on products makes sense for businesses:
- It increases trust between you and your customers.
- It leads to happier customers who are more likely to return to purchase from you again and again.
- It keeps costs down by reducing technical support calls (and improving efficiency).
- Customers feel like they know what they’re doing and are less likely to get frustrated and give up on using your product at all.
There are a few ways you can provide customer training; an interactive product demo, virtual onboarding, or help centers, for instance. A product demo that educates customers to become capable users in a short amount of time can prove invaluable.
Conclusion: Product Experience is Worth your Time.
A great product experience requires more than just a well-designed product. It requires a disciplined approach to design, development, and ease of use.
Understanding your users and their needs through deep, honest research is critical for building and delivering successful products that are satisfying for both you and your clients.
One thing is for certain: product experience will become a more critical aspect of product development in the coming years, and savvy companies will find ways to give it more attention.
The best solution for giving your users a Product Experience? Consider a product demo software that makes it easy for you to get your product front and center for your customers today.
