Tag Archives: CX

I need a microwave now! So why doesn’t Best Buy let me filter products by what’s in their stores today?

Our Microwave died -so we turned to BestBuy.com & Target.com for help but instead of coming to the rescue, they just pissed us off with bad Websites that prevented us from buying from them.

Instead of Target and Best Buy leveraging their greatest assets – locations with easily accessible inventory, their Websites made it virtually impossible to find what’s actually available in your nearby locations.

Considering how frequently we use the microwave for reheating leftovers, ad defrosting dinner items, we needed a replacement ASAP – and we needed something that looked good and could fit into the cubby hole we’d built in the cabinet.

Given the urgency and the need for exact measurements this was a perfect opportunity to use the Web for some initial research and then purchase in store until we discovered yet another reason why the big box retailers are struggling.

Best Buy = Worst Experience: You can filter by brand and whether items are on sale, but you can’t filter by what’s actually in store. So in order to find which of the dozen or so microwaves out of the 126 listed is actually available locally, I need to click through to each individual microwave and search to see whether it’s available.

Best Buy

Target = Off Target: At least Target allows you to filter by in-store, but you have to drill into the individual item to find out if it’s at a nearby location. And of course while trying, I got an error 😦

Target MicrowavesOops! We're not yet at six sigma reliability yet :(

Considering the billions Best Buy and Target have invested in real estate and inventory, they could at least invest a few million to make it easy for shoppers to find what they need at their nearby location instead.

Advertisements

Why I hate the term product manager

Product managers are supposed to be the voice of the customer and the market, but in most companies that’s a lie. Why? Because a product manager by definition is first and foremost responsible for their product – which is inherently internally focused. As a result, when they look at the outside world it’s almost always through the lens of their specific product.

Instead of looking at how their product fits into the customers’ ecosystem, processes, etc… they look at how their customers fit into their product – and then can’t figure out why adoption rates are so low.

And since in larger organizations each PM typically looks at the world through their product silo, it’s difficult to figure out how each of the pieces fits together.

So what can organizations do?

Create market, customer, persona or process advocates

Organizations need customer or persona advocates that aren’t tied to a specific product but instead responsible for becoming the subject matter expert on the markets, customers, personas or processes served by the company.

In some companies the UX department handles this but oftentimes the UX group is more focused on the screen design usability without understanding the larger context.

By making individual PMs responsible for being customer advocates it should help force the product managers to be more customer centric and drive collaboration across the organization.

Map the customers’ customers journey

I’ve read a lot about customer journey mapping but for the most part it’s always been in the context of the customer’s journey with your company. For B2B companies, mapping the customers’ customers journey may be even more helpful as it forces you to understand what your customers’ processes are and how you potentially fit or don’t fit into their processes as your number one goal is to help your customers be more successful.

By mapping the customers’ customer journey you should be able to spot opportunities to develop new products or better position your existing products to meet your customers’ goals.

Tell me what you think.