Building and Launching successful Products

Building and launching successful products means understanding what success looks like in the first place.

I’ve managed the delivery of 7+ customer products to market, from idea to launch.

And a good ‘product project’ is more than just being on time and budget.

Data shows that 96% of customers who experience ‘high-effort’ interaction with a product become more disloyal.

So we started adding the Customer Effort Score (CES) to measure project success, and the overarching question we asked throughout the project was:

𝐃𝐢𝐝 𝐭𝐡𝐢𝐬 𝐦𝐚𝐤𝐞 𝐥𝐢𝐟𝐞 𝐞𝐚𝐬𝐢𝐞𝐫 𝐟𝐨𝐫 𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬?

It’s a simple question but it’s a game changing one, as it makes you put the customer at the centre of your project.

It forces teams to think from the outside-in and holds everyone accountable for the actual experience being delivered. 

🎯 Gartner research shows that reducing customer effort increases repurchase rates, and lowers service costs.

🔎 And what gets measured, gets done. When you start measuring from the customer’s perspective, you start getting the results that matter.

🚀 CES turns “customer-centric” from a buzzword into measurable commitment. 

So if you want to make sure your product is a success, put yourself in the customer’s shoes, understand their customer journey and how that needs to work to make it as simple and as accessible as possible.