TEI 147: Making organizations phenomenal

Global Product Management Talk is pleased to bring you the next
episode of... The Everyday Innovator 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: Product
management is about creating value for customers through the
capabilities a product or service provides. That extends beyond
actual features and encompasses tangible and intangible dimensions
of value. Typically, when creating a new product, we start with a
core set of features. Early on this may be a minimum viable product
— which I rather think of as the minimum valuable product — a
product that provides an acceptable amount of value that catches
customers’ attention. Over time we add more capabilities to create
more value, but that is still not what we are striving for. We need
to create a whole product — adding other elements to the customer
experience that solves a complete problem and creates a great
experience. The best person I know of to learn about creating an
exceptional customer experience is Joseph A. Michelli. He is an
internationally sought-after customer experience consultant who
transfers his knowledge of exceptional business practices in ways
that develop joyful and productive workplaces with a focus on the
customer. His insights encourage leaders and frontline workers to
grow and invest passionately in all aspects of their lives. He is
known by his many books examining organizations that create
exceptional customer experiences, including Mercedes-Benz,
Starbucks, Zappos, Ritz-Carlton, and others. The audio occasionally
dropped out during recording, but it’s nothing that gets in the way
of the insights Joseph shares.