During the product creation stage, sitting in the consumer’s chair while one is on the work wheel may turn into a slightly distant image.
Taking into account the goal of aligning processes with service assurance, there are some relevant metrics that should serve as beginning in your daily work.
Recent statistics indicate that “the probability of selling to an existing happy customer is up to 14x higher than the probability of selling to a new customer”. The impact from the point of view of the product is very important, and one of the decisive factors in measuring the customer experience is reducing efforts when solving a problem. This perspective should help identify alternatives to offer a product of best quality and not be overlooked.
Some of the things we can do to detect ways to improve our products may be given by identifying what things, as consumers, don’t satisfy us. Either because they affect us operationally or because they demand more time than expected or require additional steps that can be simplified.
To improve the impact on the use of the product and offer a complete service, I think we can start by paying attention to small details and see what things can add value to the experience.
It finally comes that moment when the product begins to take shape. We know that problems need to solve the customer, we visualize how the functionalities will be, and now the landscape has much color. However, one of the points that we do not have to lose sight of is to understand how we can optimize the product to alleviate the operational load on possible failures.
If you were a customer that has to choose a product, which of these two versions would you keep?
- Product “T”, that requires several administrative steps taking a lot of time and energy to guide the resolution of the problem (Call Center’s calls to report the problem, losing time in contacting a suitable operator for resolution, rely on the assistance of a technician to check product issues on-site, etc.)
- Product “S”, which can automatically identify levels of degradation to warn the user of future problems, that automatically sends a notification, in case of a failure, to a specialist with details of it to assist the resolution in a faster way.
I guess we all know the answer… nothing better than a product that knows how to drive the user to a solution before its failure.
It´s meaningful to raise these scenarios in advance and make them part of the product creation process. It will improve the quality of it, as well as the user experience, that will conduct a satisfactory and added value service.
So the next time you think about your product, remember to incorporate those 5 cents so that the end of the film is as close as possible to a happy ending.