I recently attended a Podcast in London called ‘Unleash your Product Data’, the description of the event caught my attention with speakers and experts in the field from Boden, Productsup and The Comma Group. I have recently been a judge for ‘The Experian Data Excellence Award for Lloyds Bank National Business Awards 2019’, so fresh off the mark, I was ready with my questions!
Here is a link to the PodCast: Podomatic Podcasts
After the questioning, Emile Bloemen from Productsup approached me and we had a very interesting discussion across the Product and Customer Experience in data, which I found fascinating, and which prompted me to write this blog.
Let’s have a look at the customer experience and why the need for product experience management.
Truly understanding customer needs may help companies improve not only the buying experience but also their bottom line. A company’s relationship with its customers is about much more than improving product ratings or decreasing wait times. Understanding the customer journey is about learning what customers experience from the moment they begin considering a purchase, and then working to make the journey toward buying a product or service as simple, clear, and efficient as possible.
Customer experience has become the centrepiece of most marketing strategies today. Marketers have begun to realise that it’s the biggest differentiator a brand or a retailer has in today’s overcrowded market. A great customer experience starts with a compelling product experience. Customers have their pick of channels, so standing out among the crowd with relevant product information is imperative.
The race to own customer experience is on. Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. Some are learning the hard way.
In recent year’s United Airlines had a brand crisis, in which $1.4 billion in value was wiped out overnight when a passenger’s experience went viral on social media. And, you may not have heard about Juicero, but it fell victim to a brand crisis when it was discovered the proprietary juice packets needed for its $699 juicer weren’t so proprietary, resulting in the company dropping the price of the juicer to $200, and then ultimately going out of business.
Be it customer service, product quality or just the way the customers feel about the companies they do business with, customer experience rises to the top of whether or not the customer will decide to keep doing business with a brand.
Everything a brand does – the way it does its marketing, research, advertising and more – all play a role in shaping the customer’s experience. Focusing on customer experience management (CXM) may be the single most important investment a brand can make in today’s competitive business climate.
Look around you. How many people are on their computer? Their cell phone? We’re surrounded by digital experiences, both at work and at home. Whether you’re a SaaS or cloud business, or if a digital experience is just one facet of your offerings, it’s imperative that you deliver an amazing product experience.
As a product leader, this weight of this responsibility falls on your shoulders and if you want to create competitive products, you need to develop a customer-centric mindset. Understanding product experiences inside and out will benefit your customers and your career. We’re no longer transitioning to a new era of business, we’re deep in it, and if you want to keep up, you need to be in tune with your customers and deliver continuous intrinsic value. Otherwise, you’ll be obsolete before you can say “Blockbuster.”
For this reason, Product Experience Management (PXM) tools are a necessity. You want to be able to compete on all the shopping channels and new marketplaces that arise. The ability to prepare a product catalogue to flow into every channel in the required format is no easy task.
The eCommerce space is changing. Customers demand a compelling and consistent brand experience wherever they shop. Product experience management allows brands and retailers to offer buyers these superior experiences, leading to increased conversions, reduced returns, improved customer satisfaction, and stronger brand loyalty.
‘Brands and retailers must deliver a compelling story across all digital touchpoints during the purchasing journey.’
That all sounds well and good – but how do you actually do that?
How can brands and retailers manage product experiences and provide compelling content in the proper context?
And where does product information management (PIM) fit into this picture?
What is Product Experience Management (PXM)?
Product Experience Management is a new profession. It’s the subtle science of delivering product information in context, adapted and scoped by channel and locale to match the buying experience at every touchpoint. Having the right data and insight into the type of product experience buyers expect is the foundation for any great customer experience.
‘According to Forrester, 85% of customers rate product information as the top feature they want from a website.’
Product experience management is how you make an emotional connection with your buyers. It’s the next stage beyond goods and services in the progression of economic value. PIM is the “what” you use to describe your commodities, goods, and services, while PXM is “how” you stage an experience. In 1999, Joseph Pine and James Gilmore wrote a book entitled ‘The Experience Economy’. The context is about how people trade money for time. This concept and the progression of economic value help us understand how we arrived at the place where customer experiences are the centrepiece of business models.
Pine and Gilmore say that in today’s economy people differentiate themselves from their competitors by moving up the economic value chain to provide excellent customer experiences. This value chain concept is shown below:
By using PIM as an engine for automating the boring, tedious, repetitive tasks involved in collecting, standardizing, and enriching product content, your marketing and eCommerce teams can turn their attention to contextualising product information, before distributing it to each channel.
Putting product data in context can mean several things: the right images, the right descriptions, the right attribute sets, and more. Each must be precisely tailored for the locale, cultural norms and standards, context for the channel, and the ways your buyer interacts with your brand. With the right tools, you can even leverage product data intelligence to further streamline your PXM practice.
These days, it’s all about speed. If you can’t get your products to market fast enough, then you’ll miss out on sales. It’s especially critical to get to market on time if your products are sold on a seasonal basis, or if you regularly add new products and models.
A good PXM solution enables your team to publish and update product catalogues in a timely way. It provides workflows to optimize and streamline processes, helping brands and retailers quickly add new products or channels. It uses business rules and automation to reduce manual work, freeing up time for marketers to write emotional product descriptions, while managing product images as well as text. With improved, streamlined processes, marketers can create complete and compelling product experiences across all channels.
This is the century of ‘smart devices’ which pushes the boundaries further and making the impossible possible. Organisations should analyse the gap across various markets in the technology field and innovate smart products and accessories catering to different requirements of their customers. The right product innovation can not only save an organisation from extinction but also help them sustain and grow by penetrating markets faster, connecting better with clients, seising big opportunities and having an edge in the business competition.
Profitable it seems for organisations to come up with innovative products, the groundwork to find a breakthrough idea is extremely complex. The complete cycle of inventing & innovating a product, after further developments and modifications, till it reaches maturity and leads to innovation of another new product is time-consuming and exceedingly complicated.
It needs immense precautions to implement an idea for product innovation and the development of the same. Tech experts should keep in mind its further implications, possible benefits, and disadvantages, if any, before the product is launched in the market. Balance is a very important aspect for an organization in product innovation.
The refinement of ideas, innovation of products and their public acceptance decides the future of an organisation and its success. The path is full of risks, nevertheless, organizations should step ahead cautiously by investing majorly in product innovation and deploying the best minds, in order to succeed and sustain today’s market
Final thought, in an age of constant, complex and disruptive technological innovation, knowing what, when, and how to structure regulatory interventions has become more difficult. Regulators find themselves in a situation where they believe they must opt for either reckless action (regulation without sufficient facts) or paralysis (doing nothing).
Inevitably in such a case, caution tends to imply risk. But such caution merely functions to reinforce the status quo and makes it harder for new technologies to reach the market in a timely or efficient manner.
Possibly the solution, is for lawmaking and regulatory design needs to become more proactive, dynamic, and responsive. So how can regulators actually achieve these goals? What can regulators do to promote innovation and offer better opportunities to people wanting to build a new business around a disruptive technology or simply enjoy the benefits of a disruptive new technology as a consumer?
As Mahatma Gandi once said:
“A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”