Product experience includes all the supporting aspects of the core product. This includes pricing, support, content, channels, marketing, sales, and so on. Customers’ perceived value also includes the aspects of the end-to-end product experience. Are customers willing to put up with a lack of adequate support at a given price point? What barriers to adoption do they face with our product? What stops them from switching to an alternative solution?
In my own start-up, the mobile app platform for conferences and events, we were always looking for ideas to engage the conference audience. We had just introduced a quiz as part of our mobile app platform. Our bet was that people would love the game, and it would boost engagement. This turned out to be true. The engagement spike and the usage of the quiz was indeed great. Our customers were also willing to pay more for such a feature.
The event organizing companies (who were our customers) had a...