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

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.