TEI 147: Making organizations phenomenal

Global Product Management Talk is pleased to bring you the next episode of... The Everyday Innovator with host Chad McAllister, PhD. The podcast is all about helping people involved in innovation and managing products become more successful, grow their careers, and STANDOUT from their peers. About the Episode: Product management is about creating value for customers through the capabilities a product or service provides. That extends beyond actual features and encompasses tangible and intangible dimensions of value. Typically, when creating a new product, we start with a core set of features. Early on this may be a minimum viable product — which I rather think of as the minimum valuable product — a product that provides an acceptable amount of value that catches customers’ attention. Over time we add more capabilities to create more value, but that is still not what we are striving for. We need to create a whole product — adding other elements to the customer experience that solves a complete problem and creates a great experience. The best person I know of to learn about creating an exceptional customer experience is Joseph A. Michelli. He is an internationally sought-after customer experience consultant who transfers his knowledge of exceptional business practices in ways that develop joyful and productive workplaces with a focus on the customer. His insights encourage leaders and frontline workers to grow and invest passionately in all aspects of their lives. He is known by his many books examining organizations that create exceptional customer experiences, including Mercedes-Benz, Starbucks, Zappos, Ritz-Carlton, and others. The audio occasionally dropped out during recording, but it’s nothing that gets in the way of the insights Joseph shares.