Answering the question “Who should own product experience?” we have to consider that delivering an outstanding product experience is a goal cross-company.

• Alignment between the following departments becomes crucial: product, customer support, sales, marketing, product leadership.
• How PX and CX are aligned? Product experience demands more than ever synergy between product teams and customer-facing teams; loyalty comes from a seamless interaction with the product itself.
• The primary source of customers’ trust is the personal experience they get from the first-hand usage. Here are three key strategies to improve it.
  1. Data that can be transferred to feedback. There are two main groups of tactics to get consumer feedback: qualitative (interviews and surveys) and quantitative (conversion rate or bounce rate).
  2. Continuous analysis. Here are some things you should keep an analytical eye on – retention, flows, adoption, churn.
  3. Customer engagement or user ever-lasting love. Working with it, you have to consider: in-app user onboarding, intuitive design with proper information, personalization, in-app notifications, or emails.

PX brings special clarity to the inseparable connection between product and customer. Never forget: caring about a performant product is taking care of customers’ interests before anything else. Read the full article for more details on this important concept.