Customer Experience Loops

As readers know, I’ve been experimenting with different ways to communicate ideas this year (starting with the audio post a few weeks ago). So when I was asked to do a webinar with the ProdPad team, I jumped at the chance. And I decided to focus my talk on Customer Experience (CX) Loops, which is a topic that I thought would be easier to tackle with prepared slides + hand-wavy examples + live Q&A. You can see links to the recording and presentation below, but I wanted to touch on a few concepts I didn’t get to elaborate on in the webinar…

Customer feedback is critical to product teams (to create hypotheses, to validate solutions, to synthesize learnings, to identify problems), but there are too many channels of varying quality to plug into. And as companies scale, systemically getting meaningful interactions with actual users of the product is difficult. Having worked at a SaaS company the last 3 years, where I had hundreds of customer conversations, I can honestly say I spoke more to …