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"The best CX is often when you can meet your customers exactly where they are. For example, if your customer persona is busy and unable to engage with email easily, offering phone support likely brings happier customers and retention."
– Erin Knobler, Customer Experience (CX) Guru
In this episode of Product Chats, Erin Knobler, CX researcher and designer, joins us to discuss the importance of customer experience (CX), the methods for gathering data and insights about CX, and the role CX plays in achieving business goals.
Key Takeaways:
Takeaway 1: Understanding the customer journey, which involves mapping out each touchpoint a customer has with a business, is crucial to identifying areas where customers may be experiencing difficulties.
Takeaway 2: Research and data, from customer-facing employees, reviews, customer support interactions, and other sources, provide valuable insights into customer behavior and potential issues.
Takeaway 3: Conducting customer interviews provides direct insights into the customer's experience and can reveal problems that may not be apparent from data alone.
ABOUT OUR GUEST:
Erin Knobler is a seasoned CX researcher and designer. She has extensive experience in leveraging data to transform product strategies and optimize workflows. Her expertise lies in turning qualitative data into quantifiable insights that drive customer-led growth. Erin's passion for customer experience and her ability to bring together business goals and customer needs makes her a valuable voice in the industry.
ABOUT PRAGMATIC INSTITUTE:
Since 1993, we’ve provided training and professional development for product, design, and data professionals to accelerate innovation, increase customer satisfaction, and bolster revenue. Through our comprehensive methods and propriety Pragmatic Framework, we train professionals with the skills needed to accelerate their product management and product marketing careers, increase team efficiency, and boost revenue.
Our online, in-person, and on-demand courses are taught by industry experts with decades of experience at top companies like Microsoft, Cisco, Dell, Hallmark, Quaker Oats, and Dun & Bradstreet. We offer individual course training in product, design and data, and certification tracks for Product Management Certifications, Product Marketing Certifications, and the Pragmatic Product Master Certification. All attendees gain access to the Pragmatic Alumni Community, a network of over 30,000 alumni worldwide.
If you’re looking for product management or product marketing training or are pursuing a product marketing certification or product management certification, browse our certification paths at https://www.pragmaticinstitute.com/product/. Courses are available online, in-person, or on-demand to fit your schedule.
Want to learn more about becoming a Pragmatic Certified Product Manager? Learn more here.
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