Key Strategies to Build Products Customers Love | Insights from a Product Management Maestro

Step into the world of customer experience with Saurabh Mahajan, a product leader who has transformed how millions interact with India's favorite apps. From Swiggy's smart address detection to Ola's trust-building features, discover how small CX improvements can create a massive business impact.
In this episode, learn:
-Why one bad delivery experience can haunt a brand for years
-How Swiggy reduced wrong-address deliveries through innovative UX
-The science of NPS: From transactional to relationship metrics
-Why solving for high-detraction incidents matters more than frequent low-impact issues
-How to build trust through customer experience in Indian markets
-The art of measuring CX impact: Beyond basic metrics

⏱️ Episode Timestamps:
00:00 Introduction
02:16 The Million-Dollar Zynga Story
04:50 Understanding Customer Experience Impact
07:21 Smart Address Selection for Swiggy: A Case Study
10:56 The Science of NPS & Customer Feedback
18:16 Relationship NPS: Competitive Analysis
23:08 Perfect Timing for Customer Feedback
25:45 Three Must-Have Skills for Product Leaders
29:15 Building Trust in Low-Trust Markets
41:34 Product Management Hacks

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Key takeaways:
1)Three essential frameworks for measuring customer satisfaction
2)How to prioritize customer experience improvements
3)Why being a customer of your own product is crucial
4)The connection between browsing patterns and customer lifetime value
5)Strategies for balancing automation with human touch.

Perfect for product managers, CX professionals, and business leaders looking to build customer-centric products. Learn why customer experience isn't just about solving problems—it's about creating memories that bring customers back.

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✨About me✨ Hi! I am Deeksha, a product marketer with Google with over 13 years of experience across diverse industries, always passionate about learning and innovation. Intrigued by the booming Indian app market, I launched "Behind the Feature" 📚💡 to uncover the strategies and challenges faced by product, tech, design, and marketing professionals to share insights to empower listeners in the Indian app development and digital landscape

🌍. 📧 behindthefeature@gmail.com for queries/requests to be featured.
🔗 Linkedin: www.linkedin.com/in/deekshaanand/
Where to find Saurabh Mahajan www.linkedin.com/in/saurabh-mahajan-aa1ba325/

Disclaimer: The views expressed in this video are my own and do not reflect the official views or positions of my employer.

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