
How customers interact with your product largely depends on your product experience management.
With a good PXM strategy, you can easily convert leads into repeat buyers and establish a strong customer base.
Here, I have compiled a list of the 15 best product experience management examples to help you find inspiration.
I have outlined one or two key elements in each example to share different marketing tactics you can use in your PXM strategy.
What is Product Experience Management? What Are The Best Examples?
Product experience management(PXM) is a marketing practice that delivers product information at various touchpoints and optimizes the purchase journey.
The idea is to create a seamless information distribution channel and make the experience engaging to attract buyers and gain repeat customers.
Key Features of a PXM strategy;
- Personalization.
- User-experience.
- Omnichannel marketing.
- Post-purchase support.
You can also use your product features to optimize your PXM strategy. I have included a few case examples in the list to show how other brands have leveraged their product features to build a lasting purchase experience.
Let’s check out the list and explore the examples.
1. IKEA
IKEA is the best example of a well-thought-out product experience management. It leverages both in-store and online channels to create an engaging experience for its visitors, generating leads and repeat customers.
Some notable examples of IKEA’s product experience management are store layouts, live rooms, augmented reality, and flexible shipping.
The company attracts visitors with in-store product displays and delivers information via multiple channels to help them understand product usage.
It also upsells its less popular items by showcasing several products together. If you ever visit IKEA’s store, you’ll notice various home decor items displayed with the furniture to subtly nudge people to buy both items.
Takeaway
IKEA generates 75% of its sales from its brick-and-mortar stores. Its product arrangement and information delivery draw high foot traffic and influence visitors’ purchase decisions.
Take inspiration from its store layout and apply interactive elements to your product purchase journey to create a memorable experience.
2. Amazon
Amazon is a well-known e-commerce company. It offers one of the largest retail product collections and sells a suite of other service-based products, such as Prime and AWS.
Amazon’s e-commerce platform highlights several product experience strategies.
It converts leads into customers through easy navigation, detailed product information, a simple checkout process, and user-friendly shipping options. What’s more, it records site visitors’ browsing history and presents personalized recommendations.
With its large selection of products, Amazon keeps its visitors engaged and boosts impulse purchases.
Takeaway
As an e-commerce seller, you have several options to create a better product experience.
You can A/B test multiple layouts to see how people respond to your product display and leverage site metrics and surveys to optimize the customer journey.
3. Sephora
Sephora is a globally recognized beauty brand. It features several make-up and skincare brands on its website, and it also runs its own private label.
What attracts people to its stores is the personalized customer experience. Sephora keeps an in-house staff to offer beauty advice and encourage visitors to test products.
You’ll get the same personalized treatment on its e-commerce stores. Visitors can download its mobile and virtually try on various items before purchasing them.
Takeaway
Product testers and in-person guides are standard sales techniques in the beauty industry. It’s how they sell and upsell their products and services in a bundle.
Popular brands like Sephora also utilize virtual reality to enhance the product experience. You’ll notice the trend in other industries as well.
Take advantage of digital technology to optimize user experience.
4. Adobe
Adobe is a global tech company that sells multimedia software subscriptions to B2B customers. Some of its best-selling products are Photoshop, Illustrator, Premiere Pro, and In-design.
Adobe’s product experience strategy involves targeting leads with free trials and guides. It attracts and converts leads into customers through video tutorials, training courses, communities, and user-generated content.
The strategy has worked extremely well for the company because 22 million people have subscribed to its service.
Takeaway
2 billion people use social media platforms like YouTube, and most prefer video tutorials to get product information.
Use video tutorials to get instant access to your target audience and draw potential customers.
You can also utilize free social media resources like Instagram and Pinterest to convert leads into customers.
5. Starbucks
Starbucks excels in customization.
The company caters to a diverse audience through a large selection of personalized drinks, giving it an edge over its competitors.
Customers can customize almost anything, from the main base and milk type to temperature and topping. Starbucks’ friendly ambiance and convenient ordering options also add value to the buyer’s purchase journey.
Takeaway
Personalization is key to increasing your conversion rate. 80% of customers prefer brands that deliver a personalized experience.
There are a number of ways you can use personalization to optimize your product experience strategy. You can provide flexible payment methods, item variants, delivery options, and post-purchase offers.
6. Warby Parker
Warby Parker is an online eyewear store. It’s one of the few brands that made ripples in the conventional industry by offering alternate and convenient shopping options to customers.
Key product experience management tactics of Warby Parker are trendy designs, free Home try-ons, feasible prices, and good return policies. Additionally, it donates one pair of shoes per sale, attracting socially conscious people.
These unique selling points make Warby Parker stand out in the market, increasing its product worth.
Takeaway
Unique selling points are product and marketing features that help you differentiate yourself from competitors. You can use them to enter a saturated market and build a better product experience.
For example, Warby Paker focuses on convenience and social impact to optimize the purchase experience.
You can integrate something similar into your business model to gain new customers.
7. Etsy
Etsy is a global online marketplace that sells hand-made items created by artists, crafters, and small businesses. It’s another good platform that leverages personalization features to attract visitors.
For example, Etsy business model puts it in a great position to offer a wide selection of products and services. Being a third-party marketplace, Etsy hosts vendors from diverse backgrounds, bringing culture, variety, and uniqueness.
Its mobile apps, seamless checkout process, and global coverage add value to its products, making the purchase experience enjoyable and easy.
Takeaway
Etsy’s business model varies from Warby Parker and Starbucks, but it has adopted some elements from both brands.
Like Starbucks, it provides customization options to improve the shopping experience.
Letting small businesses and emerging artists open their shops on the website also portrays Etsy as a socially responsible brand.
You can incorporate these strategies in any industry and product. The trick is to know how to make it relevant.
8. Instagram
Instagram is an excellent case study for product experience management. The platform offers visual content with commercial elements to help small businesses generate revenues from brand posts.
Take its product tagging feature.
Tags are clickable areas that open into cards, displaying product details. You can set up a shop on Instagram and add these interactive elements to deliver relevant information in an engaging way.
Instagram’s live streams, stories, and user-generated content can all be utilized in the product experience strategy.
Takeaway
Social media platforms are ideal for emerging entrepreneurs. They give you access to a wide audience and provide budget-friendly promotion opportunities to sell products and services.
Utilize their free and paid features in your product experience strategy to drive more sales.
9. GoPro
GoPro is widely popular for its cameras. The company sells compact items that are specifically designed to withstand rough conditions, making them perfect for adventurers and sports lovers.
GoPro uses UGC posts and demos to create product awareness. By actively engaging with its target audience, it has built an interactive information channel to deliver product updates and support.
Takeaway
People find user-generated content more authentic than brand videos.
In fact, 70% specifically make purchase decisions based on the product information delivered via UGC posts.
Explore this strategy to see if it works for your brand.
10. Bulgari
Bulgari is a multinational high-end fashion brand. It’s recognized for its Italian jewelry, watches, and premium accessories.
Bulgari employs various marketing and sales strategies to increase its product value and deliver a personalized purchase journey. From product designs and heritage highlights to product care and support, it has incorporated personalization in every stage to foster deep connections with its customers.
One of the best examples of its PXM strategy is the unboxing videos. They attract a large audience and create tons of engagement and leads.
Takeaway
Unboxing videos generate a high response from potential customers. They entertain and inform at the same time, offering helpful insights to make the purchase decision.
Over 90k people see Unboxing videos each month and love the experience.
Try this tactic in your PXM strategy.
11. Canva
Canva is a well-known design platform. It provides a drag-and-drop editor and a template library to create various print and web content.
What makes Canva an ideal product experience management example is its business model. Canva offers free access to its cloud tools while keeping a few features paid.
This strategy attracts tons of emerging designers and small businesses who can’t afford industry-standard software products.
Once the user adjusts to Canva’s user-friendly interface, they typically opt for its premium subscription to get the maximum benefits.
Takeaway
88% of potential buyers usually go for brands that offer free samples. It’s the best way to attract leads and convert them into customers.
Use free trials, samples, and subscriptions to generate qualified leads. You can sweeten the deal with discounts, post-purchase customer support, and feedback.
12. Costco
Costco is a good case study for product experience management. The multinational wholesale chain utilizes all four marketing principles to optimize the product purchase journey and gain customer loyalty.
Let me give you a few examples. Costco follows a membership model that gives buyers access to quality products at competitive rates. Shoppers can get free samples, explore diverse product lines, and buy items in bulk.
The product quality and In-store experience alone sway customers to make repeat purchases.
Takeaway
Leverage your available assets in your product experience strategy.
You can boost your sales by simply creating an engaging store layout.
13. Fortnight
Gaming companies like Fortnight build excellent product experience strategies.
They involve players in communities, events, and social media platforms to build connections with the product delivering information through the gaming experience.
This strategy attracts a large crowd and generates confirmed sales for the Epic Games.
Takeaway
Using your product features for marketing is one way to increase your customer base.
You can connect your product features with both marketing and sales strategies to make the purchase experience engaging.
14. N26
N26 is a borderless financial institution that offers user-friendly banking solutions to freelancers and businesses. It draws customers by making the purchase journey convenient and accessible.
Take its core product for example. N26 lets freelancers create free bank accounts and get traditional services without charging hidden fees.
It also provides multiple products tailored to meet specific needs and delivers clear information to ensure users have all the details before picking the best product.
Takeaway
Take your audience challenges into account while making your product experience strategy.
It’s one of the common tactics to get new customers.
15. Duolingo
Duolingo is a learning platform that sells personalized courses to help users learn a new language. It targets not only toddlers and kids but also helps the corporate sector train employees.
Duolingo’s core product experience management tactic is gamification.
With bit-sizes courses and challenges, it generates new leads and retains existing members.
Takeaway
Add entertainment elements to your product experience strategy to drive customer satisfaction.
Engaged leads bring 51% more revenues.
Conclusion
Product experience management may sound challenging, but it’s really easier to incorporate in marketing and sales channels.
For example, you can simplify your website’s navigation to make the browsing experience easier, so visitors have all the information to make well-informed decisions.
Or, if you are a fashion brand, you can adopt Bulgari’s unboxing strategy to gain new customers.
Explore the examples, study their tactics, and improvise your PXM strategy. Good luck!