{"id":3755,"date":"2024-04-25T13:51:01","date_gmt":"2024-04-25T13:51:01","guid":{"rendered":"https:\/\/www.cxformula.com\/?p=3755"},"modified":"2024-04-25T14:20:27","modified_gmt":"2024-04-25T14:20:27","slug":"nailing-the-customer-experience-to-improve-product-value-with-jason-friedman","status":"publish","type":"post","link":"https:\/\/www.cxformula.com\/nailing-the-customer-experience-to-improve-product-value-with-jason-friedman\/","title":{"rendered":"Nailing the customer experience to improve product value \u2013 with Jason Friedman"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"3755\" class=\"elementor elementor-3755\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-top-section elementor-element elementor-element-20778010 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"20778010\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5fa343e6\" data-id=\"5fa343e6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2ec2f82 elementor-widget elementor-widget-html\" data-id=\"2ec2f82\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<iframe style=\"border-radius:12px\" src=\"https:\/\/open.spotify.com\/embed\/show\/5kUWI5AOZNKOwPm7C8GBL8?utm_source=generator\" width=\"100%\" height=\"152\" frameBorder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\"><\/iframe>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1023ffa elementor-widget elementor-widget-heading\" data-id=\"1023ffa\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h2 class=\"elementor-heading-title elementor-size-default\">How product managers can design their customer experience journey<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f04b7b elementor-widget elementor-widget-text-editor\" data-id=\"4f04b7b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 30-04-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>We all want to create products that customers find valuable and even delightful. But accomplishing that is complicated, and some teams lose focus on the real objective or start without a clear vision for what they need to accomplish. How can using the customer experience journey help you make better products?<\/p><p>We are about to find out with Jason Friedman. Jason has started successful businesses in several industries including medical diagnostics, automotive, spirits, and digital media. He has taken his experience and knowledge and focused it to help companies gain an unfair advantage over their competition through the art and science of designing their \u201ccustomer experience journey.\u201d He is founder and CEO of CXFormula\u2122, which works with entrepreneurs to Fortune 100 companies including Nike, Universal Studios, Burger King, Bank of America, and others.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af2f5b6 elementor-widget elementor-widget-text-editor\" data-id=\"af2f5b6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong>Summary of some concepts discussed for product managers<\/strong><\/p><p><strong>[2:26] What is the customer experience journey?<\/strong><br \/>The customer experience journey is the perception that a customer has after interacting with your product, service, brand, and team. The most important piece is how people feel.<\/p><p>Today the customer experience journey is more important than it ever has been. Today, AI has dominated everything, so people can create a new product or idea in minutes. Where we shine as product managers is in the experience people have with our product. We can make it amazing, and that\u2019s what differentiates us in the crowded market.<\/p><p><strong>[5:38] I\u2019d like to provide two scenarios. First, sometimes startup founders develop a product to solve their own problem and assume others experience the problem the same as they do. Second, established companies can believe they are the experts in their domain and tell customers what they need. In both scenarios, the customer experience is not considered. How would you avoid these problems?<\/strong><br \/>The customer experience journey is all the touch points a customer has with your product, including brand, service, support, usability, and instructions.<\/p><p>There\u2019s that famous quote from Henry Ford, \u201cIf I asked people what they wanted, they would have told me faster horses,\u201d and Steve Jobs has been quoted as having a similar perspective. Often, customers don\u2019t have the vision for creating a paradigm-shifting solution. Those companies might be right that their customers don\u2019t know, but they miss the deep understanding of their customers. When we don\u2019t truly understand our customers and what they really need and want, we can create a product that may be awesome but that customers are not going to adopt.<\/p><p>I don\u2019t want to discourage anyone from thinking outside the box. If you only rely on what your customers tell you, you might miss out on coming up with some amazing innovation. But finding out how to really understand our customers and their true wants and desires is problematic for many of us. We don\u2019t really know, so we rely on superficial information.<\/p><p>My background is in theatre working behind-the-scenes. In theatre productions, the focus is almost exclusively on the audience\u2014the customer. Everything we do on stage is about the customers\u2019 reaction.<\/p><p>In our businesses, we often lost sight of the customer. A business owner who built a product for themselves might have been the customer at one point, but often they have the curse of knowledge. They know too much and lost sight of where their customers are. They might overdevelop or create something that\u2019s not aligned with the customers\u2019 true needs.<\/p><p>One of the tricks is to get inside the customer\u2019s head. Pretend like you\u2019re going to play your customer on stage as a character. Get into character. Many famous actors use method acting. They go deep in understanding that character so much so that they know what they had for breakfast or who their imaginary friend was when they were a kid. Sometimes they make this up, but they make it up in real context and try to walk in their character\u2019s shoes. All their research is to understand all the things that make them tick. They\u2019re able to articulate what\u2019s going on inside that character\u2019s mind that the character might not have been able to say themselves.<\/p><p>As you think of developing a product, if you can get into the head of your customers and really understand them, you can start to solve their problems and show them a solution that they couldn\u2019t have told you they wanted, but when they see it, they say, \u201cThat\u2019s it. That\u2019s what I need.\u201d<\/p><p><strong>[11:30] What\u2019s another action we can take to better understand customers\u2019 pain points?<\/strong><br \/>Amazon is a great opportunity. Look at products on Amazon that solve similar pain points and read through the reviews of all the frustrations. It\u2019s a gold mine of information on how to make a better experience for people and maybe even how to invent a better product. Once we know who that market is and what their frustrations are, we can put something together from there.<\/p><p><strong>[13:40] What do we do once we\u2019ve identified pain points?<\/strong><br \/>When you\u2019ve identified all the pain points, all the moments where it gets even a little bit more hard, frustrating, or annoying, think about how to reduce or remove that. As you start thinking about getting into character, once you\u2019ve designed your product, now become your customer and use it from opening the box. Was opening the box impossible or a pleasure?<\/p><p>We try to decrease time to first value, the shortest amount of time for someone to perceive a \u201cwow\u201d or moment of value. The shorter time period until they experience that moment, the better. If the moment you receive the package is a \u201cwow,\u201d everything\u2019s going to be better. You\u2019ve just shined sunshine on a cloudy day, and all the other steps are going to be great. If you actually think through the other steps and they are also positive, now you\u2019ve really got an amazing journey that people are going to be excited to go on with you.<\/p><p><strong>[16:48] What tools do you use to understand the customer experience journey?<\/strong><br \/>We have a proprietary tool we use. We map out the existing customer journey and then identify friction points and places where we can increase the joy. We map the customer journey to what we call a kinetic pathway. Think of it like a water slide. If there\u2019s not enough water, it\u2019s really hard to go down, but if there\u2019s plenty of water, even if you start to go uphill a little bit, you\u2019re still able to get to the end of the slide.<\/p><p>We map out every single step from pre learning about your product all the way through to post using your product or service. The key is to do this from the vantage point of your customer. If you send them an email, write down, \u201creceive an email,\u201d because you\u2019re being the customer.<\/p><p>Then we break down each step of the journey into five different dimensions:<\/p><p>What are they doing?<br \/>What are they thinking and expecting?<br \/>What are they using to do this step?<br \/>Who or what are the interacting with?<br \/>How are they feeling?<br \/>If you map out the whole journey, you\u2019re going to see a crazy roller coaster ride of the customer\u2019s feelings. You\u2019re going to find the friction points almost immediately. When you identify those friction points, ask, \u201cWhy is this hard?\u201d It may not be that the step it hard. It may be that an expectation needs to be set a few steps earlier. Look at whether a friction point was affected by something before and whether each step is creating friction in the future. When you see this diagram, you get clarity on what needs to change to create an amazing experience.<\/p><p><strong>[21:21] Could you talk through an example of a company that has improved their customer experience journey?<\/strong><br \/>I\u2019ll give the example of a restaurant, which I\u2019ll call Tom\u2019s Place. It was a local neighborhood restaurant that called us because they were about to go out of business. They had very few people come back a second time, and for most meals they had only three or four tables in use.<\/p><p>I asked the owner why he started his restaurant, and he said he wanted to create a restaurant like Cheers from the TV show. He wanted it to be \u201cyour dinner table away from home,\u201d but it never turned into that. I asked a couple of people who were eating there how the food was, and they said, \u201ceh,\u201d and I asked them how the service was, and they said, \u201ceh.\u201d You can\u2019t win in a restaurant with \u201ceh\u201d food and \u201ceh\u201d service.<\/p><p>I asked the owner, \u201cWhat was the cool thing about Cheers?\u201d He said, \u201cEverybody knows your name.\u201d We needed to up the level of service.<\/p><p>We transformed the restaurant by looking at every single moment. How does the first moment set up the next moment and the next and the next?<\/p><p>After our changes, when a customer came in the host would ask if it was their first time dining at Tom\u2019s Place. If they said yes, the host would give them white napkins, and if they said no, they would get red napkins. When the waiters and waitresses saw the red napkins, they would say, \u201cWelcome back. It\u2019s so great to see you again,\u201d even if they didn\u2019t know their names. If it was white napkins, they would say, \u201cWelcome to Tom\u2019s. It\u2019s so great to see you. Make sure you ask our waiter for our favorite meals. We have some awesome specials,\u201d to build the excitement.<\/p><p>The waiters would introduce themselves, ask for the customers\u2019 names, and write them down. The waiters would ask first-time customers if they have any allergies and ask if they would like a special appetizer on the house from the chef. The waiters would ask some questions and tell the customers the best things they could order. The whole experience was personalized, custom-tailored, and interactive.<\/p><p>At the end, the waiter would give their name and say, \u201cIt was such a pleasure to serve you. We want you to think of this as your dinner table away from home. So on any of those nights you don\u2019t feel like doing the dishes or you want to hang out with some friends, come on back. I\u2019d love to have you in my section. You can always ask for me or any of my colleagues. We just want you to come back and have a great time.\u201d<\/p><p>All of a sudden, people were raving about Tom\u2019s Place on Facebook and bringing their friends to show them how cool it was. The cost of this transformation was zero dollars. They had napkins coming from a linen service no matter what. We switched them from all white to half red and half white. It was about thinking through the journey. What was that first step? We needed to make a good first impression. We told the customers we wanted them to think of this as their dinner table away from home. We planted a seed so they\u2019re thinking and expecting that now. Suddenly they said those same words, \u201cTom\u2019s is like my dinner table away from home.\u201d<\/p><p>It\u2019s the thinking about the customer experience journey that is super powerful. The execution to create an amazing experience doesn\u2019t have to expensive. It has to be thoughtful.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-section elementor-inner-section elementor-element elementor-element-323d2b9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"323d2b9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-46c3b43\" data-id=\"46c3b43\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6e0eedd elementor-widget elementor-widget-heading\" data-id=\"6e0eedd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">ACTION GUIDE: Put the information Jason shared into action now.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bf8a6dd elementor-align-center elementor-widget elementor-widget-button\" data-id=\"bf8a6dd\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/productmasterynow.com\/wp-content\/uploads\/2024\/04\/483-Jason-Friedman-Action-Guide.pdf\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download the Action Guide<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4810c4f\" data-id=\"4810c4f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c521fe7 elementor-widget elementor-widget-heading\" data-id=\"c521fe7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FREE GIFT:\nGrab the special gift Jason offered PMN Listeners.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d9e665d elementor-align-center elementor-widget elementor-widget-button\" data-id=\"d9e665d\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/gift.cxformula.com\/rpm\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Download the FREE Gift<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-d634365 elementor-blockquote--skin-quotation elementor-blockquote--button-color-official elementor-widget elementor-widget-blockquote\" data-id=\"d634365\" data-element_type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor-pro - v3.21.0 - 30-04-2024 *\/\n@charset \"UTF-8\";.entry-content blockquote.elementor-blockquote:not(.alignright):not(.alignleft),.entry-summary blockquote.elementor-blockquote{margin-right:0;margin-left:0}.elementor-widget-blockquote blockquote{margin:0;padding:0;outline:0;font-size:100%;vertical-align:baseline;background:transparent;quotes:none;border:0;font-style:normal;color:#3f444b}.elementor-widget-blockquote blockquote .e-q-footer:after,.elementor-widget-blockquote blockquote .e-q-footer:before,.elementor-widget-blockquote blockquote:after,.elementor-widget-blockquote blockquote:before,.elementor-widget-blockquote blockquote cite:after,.elementor-widget-blockquote blockquote cite:before{content:none}.elementor-blockquote{transition:.3s}.elementor-blockquote__author,.elementor-blockquote__content{margin-bottom:0;font-style:normal}.elementor-blockquote__author{font-weight:700}.elementor-blockquote .e-q-footer{margin-top:12px;display:flex;justify-content:space-between}.elementor-blockquote__tweet-button{display:flex;transition:.3s;color:#1da1f2;align-self:flex-end;line-height:1;position:relative;width:-moz-max-content;width:max-content}.elementor-blockquote__tweet-button:hover{color:#0967a0}.elementor-blockquote__tweet-button span{font-weight:600}.elementor-blockquote__tweet-button i,.elementor-blockquote__tweet-button span{vertical-align:middle}.elementor-blockquote__tweet-button i+span,.elementor-blockquote__tweet-button svg+span{margin-inline-start:.5em}.elementor-blockquote__tweet-button svg{fill:#1da1f2;height:1em;width:1em}.elementor-blockquote__tweet-label{white-space:pre-wrap}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button,.elementor-blockquote--button-skin-classic .elementor-blockquote__tweet-button{padding:.7em 1.2em;border-radius:100em;background-color:#1da1f2;color:#fff;font-size:15px}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button:hover,.elementor-blockquote--button-skin-classic .elementor-blockquote__tweet-button:hover{background-color:#0967a0;color:#fff}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button:hover:before,.elementor-blockquote--button-skin-classic .elementor-blockquote__tweet-button:hover:before{border-inline-end-color:#0967a0}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button svg,.elementor-blockquote--button-skin-classic .elementor-blockquote__tweet-button svg{fill:#fff;height:1em;width:1em}.elementor-blockquote--button-skin-bubble.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button,.elementor-blockquote--button-skin-classic.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button{padding:0;width:2em;height:2em}.elementor-blockquote--button-skin-bubble.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button i,.elementor-blockquote--button-skin-classic.elementor-blockquote--button-view-icon .elementor-blockquote__tweet-button i{position:absolute;left:50%;top:50%;transform:translate(-50%,-50%)}.elementor-blockquote--button-skin-bubble .elementor-blockquote__tweet-button:before{content:\"\";border:.5em solid transparent;border-inline-end-color:#1da1f2;position:absolute;left:-.8em;top:50%;transform:translateY(-50%) scaleY(.65);transition:.3s}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-left .elementor-blockquote__tweet-button:before{right:auto;left:-.8em;border-right-color:#1da1f2;border-left-color:transparent}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-left .elementor-blockquote__tweet-button:hover:before{border-right-color:#0967a0}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-right .elementor-blockquote__tweet-button:before{left:auto;right:-.8em;border-right-color:transparent;border-left-color:#1da1f2}.elementor-blockquote--button-skin-bubble.elementor-blockquote--align-right .elementor-blockquote__tweet-button:hover:before{border-left-color:#0967a0}.elementor-blockquote--skin-boxed .elementor-blockquote{background-color:#f9fafa;padding:30px}.elementor-blockquote--skin-border .elementor-blockquote{border-color:#f9fafa;border-style:solid;border-inline-start-width:7px;padding-inline-start:20px}.elementor-blockquote--skin-quotation .elementor-blockquote:before{content:\"\u201c\";font-size:100px;color:#f9fafa;font-family:Times New Roman,Times,serif;font-weight:900;line-height:1;display:block;height:.6em}.elementor-blockquote--skin-quotation .elementor-blockquote__content{margin-top:15px}.elementor-blockquote--align-left .elementor-blockquote__content{text-align:left}.elementor-blockquote--align-left .elementor-blockquote .e-q-footer{flex-direction:row}.elementor-blockquote--align-right .elementor-blockquote__content{text-align:right}.elementor-blockquote--align-right .elementor-blockquote .e-q-footer{flex-direction:row-reverse}.elementor-blockquote--align-center .elementor-blockquote{text-align:center}.elementor-blockquote--align-center .elementor-blockquote .e-q-footer,.elementor-blockquote--align-center .elementor-blockquote__author{display:block}.elementor-blockquote--align-center .elementor-blockquote__tweet-button{margin-right:auto;margin-left:auto}<\/style>\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\t\u201cWhatever the mind can believe and conceive it can achieve.\u201d\t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\"> \u2013 Napoleon Hill<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fb5f615 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"fb5f615\" data-element_type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-lg\" href=\"https:\/\/productmasterynow.com\/blog\/483-nailing-the-customer-experience-to-improve-product-value-with-jason-friedman\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Check out the Full Episode<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We all want to create products that customers find valuable and even delightful&#8230;<\/p>\n","protected":false},"author":1,"featured_media":3757,"comment_status":"closed","ping_status":"open","sticky":false,"template":"elementor_theme","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[24],"tags":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/3755"}],"collection":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/comments?post=3755"}],"version-history":[{"count":7,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/3755\/revisions"}],"predecessor-version":[{"id":3787,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/posts\/3755\/revisions\/3787"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/media\/3757"}],"wp:attachment":[{"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/media?parent=3755"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/categories?post=3755"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cxformula.com\/wp-json\/wp\/v2\/tags?post=3755"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}