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Liubov Pesotska
Written by
Liubov Pesotska
SEO Specialist at Gepard
customer experience product experience product experience management shopping experience

Product Experience And Customer Experience: On The Way To Buyer Satisfaction

11 min read
Published: October 12, 2022
Updated: July 27, 2023

The more time consumers spend with your brand, the more viable they are to turn loyal. It concerns both product experience and customer experience. The factors that beget this knowledge are comparable, but each has its own unique attributes. PX (product experience) is the buyer’s high-on-the-hog emotional response to the outcome. It consists of the customer’s emotions, thoughts, and feelings while using the spin-off. CX (customer experience) is different and deals with customer achievements with the service and company in general.

What Is Product Experience?

Product experience is the proficiency that a shopper has with a specific product or service during a certain period. It includes the customer’s emotional journey and the impact it has on their life. The experience of the product starts with the consumer’s purchase and first use of it. It is then followed by further use of the product and how it changes over time. Finally, it is finished with how the shopper feels about the result of the shopping.

What Is Customer Experience?

Customer experience is the feeling a client has when they interact with a business. It’s how they perceive the brand, how they feel about the service or product, and how they feel about the interactions with the enterprise. This can be anything from a call center agent to a waiter in a restaurant. The customer management experience is so important because it’s what keeps consumers coming back to that company again and again. Customer experience is something that companies are constantly working on improving.

How Is Product Experience Different From Customer Experience?

Product experience is the pathway that a person perceives the product. This includes everything from the packaging to the price, from the usage of the product to how easy it is to buy. Customer experience is the route that a person encounters the organization and its buyer service. This includes everything from the customer experience role to how easy it is to return a product.

Customer experience is unique to each individual. It is the personal and unique journey that we go through in our lives when we communicate with the business from the very first step. In a study on CXM (customer management experience), conducted by P&G, the company uncovered that their shoppers were more satisfied with their products when they were able to undergo these goods for themselves. This was because there was a direct correlation between customer satisfaction and how well they were able to use the product. The more a shopper could use an item or a service, the more satisfied they were with it: customers should be seduced by the time they can use the object.

The PXM (product experience management) is different from the shopper experience because it is not as personalized to each individual as the customer experience. For example, if a company makes a drink that is advertised as cold and refreshing, they should package the drink in a form that doesn’t get warm or taste watered down. The difference between these two ventures is the amount of effort that goes into the PXM solution. For example, if you order a pizza online, you are not going to receive a handwritten thank you note from the pizza company. However, you will receive an email with your order number and the date that your pizza was delivered.

Why Transparent Product Experience Is Essential For A Positive Customer Experience

Nowadays, shoppers are more demanding than ever before. They want to be able to see what they are buying before they purchase it. This is especially true when it comes to online shopping. The transparency of the product experience is what makes online shopping so enjoyable for the client. Online shopping provides buyers with personalized knowledge and keeps them informed about the outcome throughout the process.

In this manner, the client feels more restful with their purchase and is less likely to feel cheated. For example, the transparency of a product experience can be caught in the manner that a company interacts with its customers on social media. The organization provides information about the upshot and how it is made to satisfy the UX (user experience) demands, which helps its customers feel assured in their purchases.

What is more, 66 percent of shoppers say they would cease buying a brand due to a bad product information background, these steps are crucial in the long term. Getting money for the product is a gravy train, but you ought to build communication so that people want to come back again and again.

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Customer experience is a big part of how people shop. The manner that an enterprise presents its product and information is important because it will either entice someone to buy the product or dissuade them from buying it. Companies need to make sure that their product information is accurate and detailed so that customers know what they are getting into before they purchase. If a company’s website is not user-friendly or if they do not have an easy method to find information about their products, then customers will most likely go elsewhere. It is not the time to keep it low-key, it is vital to constantly upgrade your website.

One thing that you can do to enhance your customer experience role is to optimize your product experience. This means that you need to keep the customer in mind while creating your product. For example, if you are making a grocery list, it is important to include items that are easy to find at the store and items that are fresh and healthy. It is also important to include items that are on sale and items that are in season. When you optimize your PXM solution, you ensure that the customer feels more satisfied with the service and will be more likely to come back again.

How To Improve And Optimize Product Experience In eCommerce

When it comes to eCommerce, there are many factors that contribute to a successful affair. From the offshoot itself to the presentation of the product, the customer experience is an intricate web of factors that must be considered. Companies should strive to create seamless shopping for their customers by optimizing their product pages and providing an excellent shopping experience.

1. Images Optimization

The internet is full of images, and a lot of people are using them to sell their goods. However, people are not always clear on how to optimize their images in order to make their businesses more successful. There are a few simple steps that can help you make your product experience better.

  • Create a beautiful item photo.
  • Include captions for your goods images.
  • Include tags for your services or goods images.
  • Optimize your image size for the internet.
  • Use a free stock photo website like iStock or Shutterstock.
  • Enrich the product descriptions on the product detail page.
  • Incorporate adequate keywords for your product images.
  • Use professional product information management software like Gepard to create an online store.

How To Optimize My Images?

2. Better Metadata

There are many ways to boost the UX (user experience) in eCommerce. One method is to use better metadata. Better metadata allows the product description to be more descriptive and less generic. This will allow the items to be discovered and purchased more easily.

Another mode to refine the user experience is to provide a better customer service experience by listening to customer feedback. When customers have a good experience, they will be more likely to buy from your enterprise again. This will help you create a loyal ace shopper base that will generate more revenue for your brand.

To give an example, Zappos used phone support to make personal connections with each customer. On average, a Zappos customer service agent answers up to 5,000 calls a month.

3. Single Source Of Content

A single source of content is the way to enrich and optimize product experience in eCommerce. Content is the lifeblood of any website. Creating content can be difficult and time-consuming, but if you are able to create a single source of content for your website it will provide a better experience for your clients.

For example, an eCommerce website would benefit from having one blog post that covers all the item information that a shopper could need. This blog post should include information on how to use the object, how to care for it, and other tips. It is important to have consistent information on all product resources or stores. The information should be accurate and correct, wherever the consumer is not familiar with the product, and for this, you need comprehensive information, preferably from the manufacturer itself. You can find this information on content service providers or by using PIM like Gepard, where all this information can be stored and updated.

4. Better Asset Localization

Most people agree that the most snatched method to grease new shoppers and optimize product experience in eCommerce is by using more profitable asset localization. This is a process that uses technology to match the user’s preferred language with the language of the website or app. It is a way to increase conversion rates and overall satisfaction with the outcome. By taking advantage of asset localization, businesses can refine buyer loyalty, lower customer acquisition costs, and upgrade their bottom line.

The idea of better asset localization is to use the same assets in multiple locations so that you can save time and money. For example, if you are a restaurant, you could use the same menu for your website, Facebook, and Instagram. This also helps your brand have a consistent look and feel across different platforms.

5. Visualize The Customer Journey

In order to upgrade and optimize product experience in eCommerce, you must first visualize the customer journey. This means mapping out the steps that a customer goes through from the moment they arrive on your website to the moment they complete a purchase. When you can map out this customer journey, you can pinpoint where problems are occurring in the process and focus on improving those areas. For example, if customers are having difficulty finding what they’re looking for, then it’s likely that the navigation of your website is confusing.

Read more about customer journey map for eCommerce website:

What Is Customer Journey Map?
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customer journey customer journey map

6. Evaluate Your Product Experience

As a consumer, it is important to recognize when your experience with an object is not as lavish as it could be. For example, if you have a problem with a thing that you purchase from an online store, you can contact the company or even chew the fat in a review about your experience. However, if you are in charge of the thing and selling it, then it is important to evaluate your own purchase experience and how to refine it. Evaluating your product experience is the most satisfactory form to optimize your purchase experience in eCommerce.

How To Optimize My Product Experience?

How PIM Solution Helps To Improve Product Experience And Customer Experience?

In the age of digital transformation, every business is looking for snatched ways to enhance customer experience. One of the most popular ways is through a product information management (PIM) solution. A PIM system can help enrich the customer experience by ensuring the goods meet the customers’ needs and expectations. It also helps to refine the overall customer experience by providing a better product experience, which in turn can lead to better conversion rates and higher revenues. PIM software is made up of the following key features.

#1. Organizing The Product Data

There are many different ways to organize product data. However, many companies are still using outdated product datasheets, being disorganized and not accessible to a single centralized system. It causes many data inaccuracies and human errors, data losses, and, most importantly, limits the effectiveness of employees, who spend too much time on organizing and distributing product data sheets. Using PIM you can have one source of truth, where all the product information is well-organized, structured, validated, and, in the case of a state-of-the-art PIM system, even distributed to a variety of data endpoints.

#2. Enriching & Personalizing The Product Content

“Why are these two products the same?” This is a question that many consumers have when they are looking at two items with similar functions. In order to answer this question, companies must enrich the derivative content in order to develop the product experience and customer experience. Enriching the product content includes adding details about the goods, explaining how it works, and providing expert advice. Enriching the product content also includes personalizing the product to show the customer how they can use it.

With a flexible PIM solution, like Gepard, that offers a data enrichment feature, the retailers can not only collect a top quality data, but also improve its quality by adding rich content, such as SEO-optimized product descriptions, extensive product attributes, 360-degree pictures, reviews, videos, and other valuable information that could be extracted from the third parties such as content providers. With such content, you maximize your chances of creating a one-of-a-kind product and customer experience.

#3. Managing Product Data Quality All Along The Way

Ensuring high-quality product data is a continuous process, and it starts from the moment a customer first interacts with your goods. It’s important to set up a product data quality plan that starts with an end-to-end view of the product life cycle. It’s also important to make sure that the plan is flexible enough to be able to adapt to changing needs and technologies.

For example, Nike has a system called Quality Control which allows them to manage product data quality all along the way. Nike has also been able to stay relevant by staying on top of its product data quality all along the way.

Can you perform this task with the power of automation? Absolutely yes. Controlling the quality of product information at all stages by insuring its accuracy, consistency, and high quality is the unquestionable benefit of the PIM system. For this purpose, the modern PIM system should have a digital shelf analytics feature. This type of audit helps to monitor the digital shelf at scale: instead of manually checking the completeness of your product data, distributed to various eCommerce platforms, you can entrust this task to a PIM solution. Consequently, with the data quality and integrity across all your sales channels, you ensure that your buyers get an immaculate product and customer experience.

How PIM Improves Product Experience

Product Experience vs Customer Experience FAQ

What Is The Difference Between Product Experience vs Customer Experience vs Brand Experience?

Product experience is the experience of using a product. Customer experience is the experience of using a service or product. Brand experience is the experience of being exposed to a brand.

  • Product experience:

The product experience is the customer’s first and lasting impression of the product. It’s their first experience with the product and is usually the result of a purchase. The product experience can be impacted by many different factors, including the packaging, quality, and design of the product.

  • Customer experience:

The customer experience is the entire experience that a customer has with a company and its products. It includes their first and lasting impression of the company and its products, as well as their interactions with the company and its employees.

  • Brand experience:

The brand experience is the customer’s first and lasting impression of the brand. It’s their first impression of what a company stands for and how they are perceived by society. The brand experience can be impacted by many different factors, including how a company communicates its values, how it treats employees, and how it interacts with customers.

What Is Customer-Centric Culture In eCommerce?

A customer-centric culture is a term that has been used for the last few years to describe the way in which companies are beginning to view their customers as partners, rather than just consumers. With this shift in thinking, customer-centric companies are creating a more collaborative and mutually beneficial relationship with their customers. This type of relationship allows customers to be more involved in the process of creating the products they want while giving companies a chance to learn more about their consumers.

What Is Quality Product Data?

Quality product data helps companies identify what their customers want and need. This is especially important for companies that manufacture products. Companies must be able to access quality product data to make decisions on what they should produce and what their customers will buy. If you are looking for quality product data, try to find a company that has been in business for a long time. They will have the most experience and know the best ways to gather the data that you need.

PIM Solution For Better Shopping Experience

A smooth product and customer experience are impossible without consistent and accurate product data. However, the huge amounts of product content require a lot of time for proper management and can consume precious time that could be spent on other tasks. How to ensure top-quality product data that results in a flawless shopping experience without sacrificing too much time and resources?

The answer is a product information management solution. Gepard PIM, with its extensive functionality, including product data validation and standardization, data enrichment, automated content collection, and digital shelf analytics, guarantees retailers and brands not only the top-notch quality of product data but also a flawless shopping experience. On top of that, Gepard’s large-scale connections hub helps to bond with a variety of eCommerce platforms, marketplaces, content providers, and other services.

Ready to enhance your product and customer experience with first-rate product data? Contact us and our specialists will consult you on the product information management solution for your specific needs.

PIM For Shopping Experience


Liubov Pesotska
Written by Liubov Pesotska
SEO Specialist at Gepard
Has an experience in PR and SEO. Inspired by everything new: places, people, ideas. Believes in turquoise organizations and the power of community.

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