“A great product manager has the brain of an engineer, the heart of a designer, and the speech of a diplomat,” says Deep Nishar, former VP of product and user experience at LinkedIn.
On an episode of The Frictionless Experience, hosts Chuck Moxley and Nick Paladino interview product expert Jason Abdo, Senior Manager of Product Management at HD Supply.
Jason is also the founder and CEO of Product Protégé, a community of aspiring digital product managers and industry veterans to share knowledge and demystify product management.
During the episode, Jason shares his frictionless product management framework aimed at creating exceptional 10-star user experiences that drive user engagement and business outcomes.
Product Management Secrets to Grow Customer Trust and Loyalty
Check out the episode.
During the interview, Jason talks about:
- Simplifying product management so it’s accessible for everyone.
- Enhancing product performance through metrics and KPIs.
- Fine-tuning strategies for digital product creation and optimization.
- Exploring business opportunities for mobile app experiences.
Here are a few takeaways from the episode:
1. Obsessively monitor your “King KPIs,” such as conversion rates, average order value (AOV), and revenue. This will help quantify bringing a product to market, continuously improving that product and customer experience, and its impact on your overall business.
2. Focus on the “Why” and “What” aspects of the problem, using qualitative feedback and quantitative metrics to continuously improve the customer experience. This helps teams understand the bigger picture and reduces downstream complications.
3. Follow a proven product management process like the E3 Product Framework that guides product teams to remove the friction in customers’ digital experience. This involves envisioning the idea, empowering teams by removing friction, and elevating the capability by measuring success and iterating based on learnings.
4. Go above and beyond delivering 5-star customer experiences and shoot for 10-stars. While a 5-star experience means the minimum was done, 10 stars involves overdelivering value to earn trust and loyalty.
By starting with identifying the problem, focusing on overdelivering value to customers, testing new ideas, tracking key metrics, and constantly improving, product teams can build frictionless digital experiences.
