Whatâs up, everyone!
I know itâs been a couple of weeks since I sent out a newsletter.
I want to take a moment to real quick thank you all for patiently waiting as few family events slowed me down emotionally and mentally. I am absolutely thankful for the support you have shown.
Also as a writer, I am still very much finding my balance between researching, writing âď¸ useful stuff for you! So for that reason, I am going to be sending some bonus newsletters this month covering the most asked questions so hang tight!
With that letâs get in!
Building companies and businesses is hard and imagine acquiring customers and not being able to retain them.đ¤Ż
Here are a few tips that you could employ to retain your dear customers
â Trust
Don't we all love when we get surprises? For example, you are dissatisfied with the service of the company and you call, but as you get on call with the rep, you get pleasantly surprised on how your call is handled and if you are offered a money-back without you even asking. What impression that does that leave with you?
Well there is one company we all love and does this so well. In fact, itâs one of their 12 Principles. These principles are not just for paper but in fact built-in their internal processes including hiring.
Can you guess the company? Well you guessed it right! Amazon!
How do I know? Read about their principles here
I wonât go into all of them but my personal favorite is Customer Obsession!
Amazon is the first company that set the bar so high for with no questions asked returns policy and money back that they gained customerâs trust. When building your products and services, be always thinking about how can you gain customerâs trust!
Btw I also did an interview with Hardik Shah who is a Tech lead and been at Amazon AWS for 8+ years and talks about the expectation of technical knowledge for PMs. Find it here. whether you are a new PM or a mid-level PM I think you can find value.
Also, check this link if you are preparing for AMZ interviews.
â Set clear expectations of your product
General advice goes like âpick one thing and do it wellâ better than anyone else in the world.
To add to that I will say âPick ONE thing and do it well, long enough that you become known for it!
âThat guyâ âthat galâ type thing whether you are building a personal brand or your comapnyâs. Your product has to solve pain points! But your messaging of what pain points you are solving should be loud and clear!
I wish I questioned or seek clarity on the goals from my management in my early career years. I canât say, the goal of what we were building and why we were always clear. So as a PM, if you are unclear of what and why of your product, I can guarantee you cannot do good job of explaining well to your customers.
if you donât get clarity from your management, keep asking the hard questions.
â Donât overpromise and under deliver
Whether or not you have a happy customer who will tell their friends about your product, depends on not just your product but the overall experience product.
In Tech products (Iâll talk about B2C here) Discovery, Onboarding and In-App (web or mobile) experience are all equally important aspects that are key to a great experience along with customer support.
3.1. Discovery simply means how did the customer hear about your product? letâs take an example of Dropbox. How many of us use it? how did we hear about it? probably friendsâ or colleaguesâ right to store and share photos? Although google drive existed way before.
3.2 Onboarding simply means the userâs experience to log in to the app and get set up to use. How many times we download apps and then leave because the whole onboarding experience is too lengthy.
3.3. In-App experience goes to the point to solving the problem and building features that solve a real problem. if you are solving a real problem, are you simplifying the overall experience to use the product?
3.4 Customer Support â if a customer gets stuck, how can they reach out to the company and get their issue resolved?
Iâll say this again donât over promise and under deliver.
Here is what inspired me this week.
If you enjoyed reading leave me a comment or like and feel free to share with friends and colleagues.
Yourâs Truly
-Nazuk
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