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Do an internship as your customer! – Why listening to customers isn´t enough

A talk by Sabrina Rzepka 🇩🇪
Co-Founder, Product Professionals

27 November 2020, 06:15 PM

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About this talk

Product Managers own products. And, Product Managers thrive to create the best CX for their customers. Really? Boiled down, CX by definition comprises all touchpoints and interactions that a customer has with the brand over its full lifecycle: from product delivery over sales to customer service. Product Managers, cross your heart: are you really in charge of all those touchpoints? In reality, the bigger the company the smaller the portion of the cake that Product Managers get to own of their product. And customers? They don´t care how an organization is cut. Customer value is only created along the complete value chain of an experience. In an orchestra, if you are playing the violin, you still need to dance in step with all other instruments to create a symphony. Same goes for CX.

How can Product Managers get closer to the experiences their customers have with a product? By literally stepping into their shoes and putting themselves into situations that their customers are facing. By not only talking to customers, but by being your own customer.

What can Product Managers do to truly deliver a holistic CX?

This talk addresses the problem of Product Managers experiencing their own product thoroughly and explains

  1. why eating your own dog food is so much more important than just listening,
  2. why you shouldn´t claim the customer for yourself, and
  3. why you should be generous with feedback.

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