398: Why customer experience is part of a product manager’s responsibilities

Global Product Management Talk

Global Product Management Talk is pleased to bring you the next episode of... Product Mastery Now with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: If you have listened to me before, there is a good chance you’ve heard me say we need to fall in love with the customer’s problem, not our solution. Getting enamored with our solution can distract us from the customer experience. Instead, the customer experience is a component of what creates value for customers. For example, have you ever been asked to enter your address more than once during an onboarding experience? What about at your doctor or dentist? For me, the answer is yes to all three. It’s those simple things that add friction to the customer experience and if we want to make products customers love, we need to improve the experience for customers. To help us explore customer experience, joining us is Natashya Narkiewicz, currently VP of Product Management at Avetta and formerly senior director of product management for Newfold Digital, the company behind several popular webhosting brands, such as Bluehost, Network Solutions, HostGator, and Sitebuilder. She has held product roles for nearly 20 years and enjoys building products that have a clean customer experience. She is also a mentor in the business college at the University of North Florida, sharing her knowledge and experience each year with seniors as well as serving as a business mentor to female entrepreneurs in a 12-week program at the Jacksonville, Florida, Women’s Business Center.