https://community.qualtrics.com/XMcommunity/discussion/comment/39281#Comment_39281Continue to be curious and explore, don't forget to keep an eye on the periphery, you can have an impact while having fun (you just need to find your thing)
https://community.qualtrics.com/XMcommunity/discussion/comment/39328#Comment_39328Most Challenging: Given that I am fairly new to this type of role, estimating the tech/engineering lift needed to make tweaks to solutionsMost Rewarding: Seeing the first demo of the solutions I've designed; Fav Olympic sport: I'm typically OBSESSED with the Olympics, though I am very behind on my viewing. Will likely binge this coming weekend. Love swimming, diving, skateboarding, volleyball, archery.....
https://community.qualtrics.com/XMcommunity/discussion/comment/39321#Comment_39321CX surveys can yield great insights -- not just on how to optimize existing products/services, but also by shedding light on potential white space opportunities for net new innovations. Sharing product/service signals that surface in these surveys across the organization -- but particularly with the Innovation team, will help to ensure that the organization keeps the customer at the center of the organization. There is also an opportunity for the CX team to close the feedback loop with customers, by soliciting specific feedback on the new product/services on which the Innovation team is focused.
https://community.qualtrics.com/XMcommunity/discussion/comment/39254#Comment_39254Ah....the Kitchen Sink Conundrum! The key is to ensure that the research objectives are focused. It's hard not to fall into the trap of "we have a captive respondent, let's get every nugget of intel out of them".It's well documented that short, focused surveys yield higher response rates and better data quality. If you do have more territory that you need to cover, after asking the handful of most important, highest priority questions, consider asking if the respondent is willing to answer a few more questions --- this might keep engagements levels from plummeting ...but, keep the second part of that survey short, as well.
https://community.qualtrics.com/XMcommunity/discussion/comment/39247#Comment_39247I love this question. Lack of adoption can be due to several factors, including does the new product satisfy an unmet market need, does the product deliver on its intent/purpose, and, was it marketed effectively? Ensuring that there is some evidence of market need (via whitespace, concept testing), and then prototype product testing (via UXR and other Use Tests), and then beta testing/product preview/test marketing/launch, will allow you to fully launch/GA the product with more confidence.Testing product marketing messages will enable you to go to market with the most motivational messaging to drive adoption. Finally, understanding which marketing vehicles perform best for your products/services, will enable you to maximize the effectiveness of your marketing plan to drive awareness and ultimately, adoption.Essentially, having a Product Lifecycle Management process that includes customer/market feedbac
https://community.qualtrics.com/XMcommunity/discussion/comment/39245#Comment_39245Great question! The product-related signal that you are collecting via your CX transactional daily surveys is great, but you may be missing quite a lot of optimization or net new innovation intel! Understanding Product Market Fit on a regular basis will enable you to have an earlier signal on stagnating or waning product satisfaction, which will enable you to take action (optimize or innovate) sooner. Also, Competitive Benchmarking (the measurement of Product Satisfaction for your products and the key competitive set) will let you know if your PSAT is lagging your key competitors --- intel that might not surface in daily CX transactional surveys. Customers might be happy enough with your product to not call out an issue in the CX survey, but there might be lots of room to improve your offering.
https://community.qualtrics.com/XMcommunity/discussion/comment/39216#Comment_39216I would add, per your comment about "please stop talking to me about experiences".... I believe it's important to use the language that your consumers/customers use....talking about "experiences" may be the language that is used internally, but a different vernacular in marketing messages may be more appropriate
https://community.qualtrics.com/XMcommunity/discussion/comment/39152#Comment_39152Great questions, Adam! Moving from a project management mindset to a product ownership mindset is a big culture shift and at the broader organization level, really needs Executive buy-in, support, and championship. Tactically, ensuring that there are closed-loop feedback mechanisms for employees to make product, employee, and/or CX improvement suggestions is important to having a product-ownership mindset. [The closed-loop piece is key -- to enable that product-ownership mindset, you can't just have employees provide feedback into a black hole!]However, that mindset shift can start at a team level -- providing support and for team members' suggestions and recommendations and championing those recommendations with your leadership is a great place to start. Looking for opportunities to beta test new products/services is another way to get involved and feel some ownership over products.
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