Aug 29: What Product Managers Must Learn From Brand Management w/ Mack McCoy
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Transcript from the August 29, 2011 Global Product Management Talk with Mack McCoy, Global Product Marketer on What PRoduct Managers Must Learn from Brand Management To Succeed
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Aug 29: What Product Managers Must Learn From Brand Management w/ Mack McCoy
- 1. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk Mack McCoy says, “If you think you’re just selling a product, you’re wrong! Customers have moved on. They see BRANDS as services and products as a component of the relationship they have with a variety of brands at any given time. Everything is migrating into a service. Customers still buy individual products, but their experience IS your brand impression - the product is important but it’s only a part of their entire relationship.” Questions for Discussion: Q1 How is customer experience defined in your organization? Q2 Where does customer experience begin and end when you think about your products/services? Q3 In your company/position, who’s responsible for the overall customer experience? Who’s really in the driver’s seat? Q4 What drives your customers’ decision-making for buying/upgrading your products/services? Do you know? Should you care? Q5 Where do you capture data about direct customer experience, feedback, perception? ProdMgmtTalk Link resources for today's talk http://pack.li/2w Mack_McCoy < 2 hours until the #ProdMgmtTalk I'm participating in. Yes, I say participate because it takes everyone to make it succeed. #pcSC #in PSJournal RT @cindyfsolomon: Today! What Product Managers must learn from Brand Management w/ @Mack_McCoy #ProdMgmtTalk" http://t.co/IwNGuRx #brand -2:58 PM Aug 29th, 2011 brainmates Weekly global product management talk starts in 30 minutes. My tweeting will be on over drive #prodmgmttalk -3:32 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 1 Centercode = Better Beta Tests
- 2. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk cindyfsolomon Coming UP: Global Product Management Talk! Never participated in a twitter chat? FAQs -http://t.co/GaJHwzo Join us! #prodmgmttalk -3:46 PM Aug 29th, 2011 cindyfsolomon Tweeting Best Practices FAQs - #ProdMgmtTalk http://t.co/DTt9qej #prodmgmttalk -3:48 PM Aug 29th, 2011 ProdMgmtTalk Exciting! Sign up for Alliance of Product Professionals http://t.co/obbUZTN #prodmgmttalk -3:50 PM Aug 29th, 2011 nickcoster Stuck in a taxi queue and sad that I'll be missing today's #prodmgmttalk -3:51 PM Aug 29th, 2011 merylkevans Unbelievable! RT @cindyfsolomon: See list of twitter chats: almost 500 & growing! http://t.co/rkTlzVJ #prodmgmttalk -3:55 PM Aug 29th, 2011 ProdMgmtTalk Welcome @merylkevans Today's questions are at http://t.co/xb9L7F3 #prodmgmttalk -3:56 PM Aug 29th, 2011 ProdMgmtTalk Intro speaker @Mack_McCoy joining us from Southern California #prodmgmttalk -3:56 PM Aug 29th, 2011 Cindyfsolomon @nickcoster just tweet from your phone, and we'll get you in the transcript! #prodmgmttalk -3:56 PM Aug 29th, 2011 ProdMgmtTalk Discussion questions from each talkhttp://t.co/qZEkjJy Today’s questions: http://t.co/xb9L7F3 #prodmgmttalk -3:58 PM Aug 29th, 2011 nickcoster @ProdMgmtTalk will do the best I can. Need to get to client to run prodmgmt training course. I'll show them #prodmgmttalk in action. -4:01 PM Aug 29th, 2011 Welcome @Mack_McCoy Co-Founder, Executive Director, & Director of Social Media for Product Camp SoCal #prodmgmttalk -4:03 PM Aug 29th, 2011 ProdMgmtTalk Our speaker @Mack_McCoy Treasurer & Founding Board Member of Orange County Product Manager #prodmgmttalk -4:03 PM Aug 29th, 2011 Intro @Mack_McCoy more than a decade of experience in product marketing, business transformation, product management #prodmgmttalk -4:03 PM Aug 29th, 2011 brainmates Hello everyone. Its Adrienne, co-host of Product Management Talk, from Sydney #prodmgmttalk -4:03 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 2 Centercode = Better Beta Tests
- 3. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk ProdMgmtTalk @Mack_McCoy focused in the Internet and Telecommunication industries. Our speaker telling us how he got into #prodmgmttalk -4:04 PM Aug 29th, 2011 ErikaLAndersen Hi all! Erika from Salt Lake City checking into#prodmgmttalk -4:04 PM Aug 29th, 2011 ProdMgmtTalk @Mack_McCoy Most background tech based on hardware & software. Working on Oct 15 ProdCamp SoCal #3 #prodmgmttalk -4:04 PM Aug 29th, 2011 cindyfsolomon Discussion questions from each talkhttp://t.co/4qq7Jox Today’s questions: http://t.co/wHKpKXJ#prodmgmttalk -4:06 PM Aug 29th, 2011 cindyfsolomon Welcome everyone! This is Cindy, your producer & co-host, tweeting from across bay from San Francisco! #prodmgmttalk -4:06 PM Aug 29th, 2011 cindyfsolomon Welcome @ErikaLAndersen! and my co-host Adrienne @brainmates #prodmgmttalk -4:07 PM Aug 29th, 2011 cindyfsolomon Seven minutes in and First Question: Q1 How is customer experience defined in your organization?#prodmgmttalk -4:07 PM Aug 29th, 2011 cindyfsolomon Reason first question "it always starts wi/ customer! Step back:do people understand brand vs. product mgmt?" says @Mack_McCoy #prodmgmttalk -4:08 PM Aug 29th, 2011 ErikaLAndersen Do we have a listen-in channel this time? #prodmgmttalk -4:09 PM Aug 29th, 2011 cindyfsolomon Definition of brand management: http://t.co/0NQbvWY #prodmgmttalk -4:09 PM Aug 29th, 2011 cindyfsolomon @ErikaLAndersen Listen here: http://t.co/UwSrupz #prodmgmttalk -4:09 PM Aug 29th, 2011 brainmates Acc to @mack_mccoy Brand Manager asks more fundamental ques - what is the pain the customer is trying to solve? #prodmgmttalk -4:10 PM Aug 29th, 2011 cindyfsolomon You can hear @Mack_McCoy discussing "what are consumers trying to solve by buying your product/service"http://t.co/UwSrupz #prodmgmttalk -4:11 PM Aug 29th, 2011 ErikaLAndersen Thanks! RT @cindyfsolomon: @ErikaLAndersenListen here: http://t.co/8CcvKka #prodmgmttalk -4:11 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 3 Centercode = Better Beta Tests
- 4. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk brainmates Acc to @mack_mccoy Brand Managers asks - What are consumers trying to do/solve by buying ur product or service?#prodmgmttalk -4:11 PM Aug 29th, 2011 cindyfsolomon The 5 P's of Marketing: http://t.co/zm6zz6s#prodmgmttalk -4:11 PM Aug 29th, 2011 Ycnt_ibdonlyjen @cindyfsolomon if your using google calendar there r lots of country holiday calendars to use #prodmgmttalk -4:12 PM Aug 29th, 2011 cindyfsolomon Today is more audio presentation w/twitter commentary so far...! Listen here: http://t.co/UwSrupz #prodmgmttalk -4:12 PM Aug 29th, 2011 cindyfsolomon @Ycnt_ibdonlyjen Welcome! #prodmgmttalk -4:13 PM Aug 29th, 2011 prodmgmttalk Now on @Blogtalkradio Co-hosts Cindy @cindyfsolomon & Adrienne @brainmates w/Mack @Mack_McCoy http://t.co/UwSrupz #prodmgmttalk -4:13 PM Aug 29th, 2011 brainmates Acc to @mack_mccoy brand management makes & maintains a promise to the customer #prodmgmttalk -4:15 PM Aug 29th, 2011 cindyfsolomon http://t.co/0NQbvWY Brand Management def - broad: develop promise for brand 2 embody, make promise & maintain the promise #prodmgmttalk -4:15 PM Aug 29th, 2011 ErikaLAndersen @Mack_McCoy: Product managers' use of ethnography and cultural anthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011 cindyfsolomon RT @ErikaLAndersen: @Mack_McCoy: Product managers use of ethnography and cultural anthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011 ewpaisley RT @ErikaLAndersen: @Mack_McCoy: Product managers' use of ethnography and cultural anthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says Apple has done a consistent job of delivering on brand promises #prodmgmttalk -4:16 PM Aug 29th, 2011 cindyfsolomon Welcome @ewpaisley #prodmgmttalk -4:17 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 4 Centercode = Better Beta Tests
- 5. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk ErikaLAndersen @Mack_McCoy: Excuse the fanboy, but reason why Apple succeeds is they keep promise to customrs #prodmgmttalk -4:17 PM Aug 29th, 2011 cindyfsolomon @ewpaisley You can hear our speaker @Mack_McCoy speaking here: http://t.co/UwSrupz #prodmgmttalk -4:17 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy #prodmgmt in tech has a tendency to focus on technology instead of the customer. #prodmgmttalk -4:18 PM Aug 29th, 2011 ErikaLAndersen @Mack_McCoy: Can get so caught up in product/launch, lose sight of what customer values #prodmgmttalk-4:19 PM Aug 29th, 2011 christopherhanf RT @cindyfsolomon - First question: Q1 How is customer experience defined in your organization? #prodmgmttalk -4:20 PM Aug 29th, 2011 Ycnt_ibdonlyjen Am big fan of ethno RT @ErikaLAndersen: @Mack_McCoy: Product managers' use of ethnography & cultural anthropology is exploding #prodmgmttalk -4:20 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy #prodmgmt should look to#brand management to create exceptional customer experiences #prodmgmttalk -4:20 PM Aug 29th, 2011 ErikaLAndersen Question: is customer experience and brand experience the same thing? #prodmgmttalk -4:20 PM Aug 29th, 2011 cindyfsolomon Welcome! @christopherhanf Today's questions are at http://t.co/wHKpKXJ and Background resources: http://pack.li/2w #prodmgmttalk -4:20 PM Aug 29th, 2011 cindyfsolomon RT @ErikaLAndersen: Question: is customer experience and brand experience the same thing?#prodmgmttalk -4:21 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says Cust Exp is subset of brand exp, it drives brand experience. Cust Exp feeds brand exp - all messaging... #prodmgmttalk -4:22 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy customer experience feeds brand experience. There is more in brand experience eg: messaging #prodmgmttalk -4:22 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy to @ErikaLAndersen great question! #prodmgmttalk -4:23 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 5 Centercode = Better Beta Tests
- 6. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk cindyfsolomon @Mack_McCoy looking at cust exp from acquisition thru billing - Adrienne thinks of that as ProdMrktg (where's @jidoctor?) #prodmgmttalk -4:23 PM Aug 29th, 2011 ErikaLAndersen @Mack_McCoy: customer experience is biggest part of the brand experience. Thanks! #prodmgmttalk -4:24 PM Aug 29th, 2011 cindyfsolomon @ErikaLAndersen brand management success is measured by customer impression, experience and resulting behavior #prodmgmttalk -4:25 PM Aug 29th, 2011 Ycnt_ibdonlyjen @ErikaLAndersen the cust exp should communicate the brand values? So id prob say yes to ur ques #prodmgmttalk -4:25 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy #prodmgmt should establish & maintain emotional connection with customer when developing prods & services #prodmgmttalk -4:25 PM Aug 29th, 2011 ErikaLAndersen I thought designers ruled Apple, not product managers #prodmgmttalk -4:26 PM Aug 29th, 2011 cindyfsolomon Lots of metrics - powerful is ability to see what customers are talking about via social media #prodmgmttalk -4:26 PM Aug 29th, 2011 brainmates RT @Ycnt_ibdonlyjen: the cust exp should communicate the brand values #prodmgmttalk -4:26 PM Aug 29th, 2011 cindyfsolomon Q2 Where does customer experience begin and end when you think about your products/services?#prodmgmttalk -4:28 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy #prodmgmt should be thinking about brand & customer exp comprehensively so u can to stay top of mind #prodmgmttalk -4:29 PM Aug 29th, 2011 BreSwim Customer experience begins at first impression whether online or elsewhere #prodmgmttalk -4:29 PM Aug 29th, 2011 brainmates RT @BreSwim: Customer experience begins at first impression whether online or elsewhere #prodmgmttalk -4:30 PM Aug 29th, 2011 BreSwim @brainmates @mac_mccoy agreed! customers and potential customers brainmates Good #prodmgmt should consider all touch points. When deploying tech, don't lose sight of humanity. #prodmgmttalk-4:30 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 6 Centercode = Better Beta Tests
- 7. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk cindyfsolomon Welcome @BreSwim Listen in now at http://t.co/UwSrupz. #BlogTalkRadio #prodmgmttalk -4:30 PM Aug 29th, 2011 ErikaLAndersen @Mack_McCoy: So you're not limiting cust exp to jst prod use, but from 1st ad, set up, etc? #prodmgmttalk -4:30 PM Aug 29th, 2011 brainmates YES! RT @ErikaLAndersen: @Mack_McCoy: So youre not limiting cust exp to jst prod use, but from 1st ad, set up, etc?#prodmgmttalk -4:31 PM Aug 29th, 2011 ErikaLAndersen Shld user test not only prod design, but setup, uploads/downloads, everything customer does w/ prod#prodmgmttalk -4:32 PM Aug 29th, 2011 brainmates Acc to @Mac_McCoy - cust exp should be defined first & foremost by the customer not by the Product Manager#prodmgmttalk -4:32 PM Aug 29th, 201 cindyfsolomon @Mack_McCoy to @ErikaLAndersen Yes, Absolutely. Its about trying to understand what is the pain you are solving #prodmgmttalk -4:33 PM Aug 29th, 2011 brainmates Acc to @Mac_McCoy We r trying to fundamentally trying to sell something so we need to understand why people want to buy #prodmgmttalk -4:34 PM Aug 29th, 2011 ErikaLAndersen According to Don Norman: Design at three levels, visceral, behavioral, & reflective #prodmgmttalk -4:34 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy ethnography, anthropology, customer surveys - all this info provides info about customer so we build best prod #prodmgmttalk -4:35 PM Aug 29th, 2011 cindyfsolomon YES! RT @ErikaLAndersen: According to Don Norman: Design at three levels, visceral, behavioral, & reflective #prodmgmttalk -4:35 PM Aug 29th, 2011 ErikaLAndersen Visceral: first impression; Behavioral: Using product; Reflective: thinking abt it later #prodmgmttalk -4:35 PM Aug 29th, 2011 brainmates RT @ErikaLAndersen: According to Don Norman: Design at three levels, visceral, behavioral, & reflective #prodmgmttalk -4:35 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 7 Centercode = Better Beta Tests
- 8. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk brainmates RT @ErikaLAndersen: Visceral: first impression; Behavioral: Using product; Reflective: thinking abt it later#prodmgmttalk -4:35 PM Aug 29th, 2011 ErikaLAndersen I love this stuff! #prodmgmttalk -4:35 PM Aug 29th, 2011 cindyfsolomon We're complimenting @ErikaLAndersen 's comments and insights! #prodmgmttalk -4:35 PM Aug 29th, 2011 ErikaLAndersen [blushing] RT @cindyfsolomon: Were complimenting @ErikaLAndersen s comments and insights!#prodmgmttalk -4:36 PM Aug 29th, 2011 cindyfsolomon Q3 In your company/position, who’s responsible for the overall customer experience? Who’s really in the driver’s seat? #prodmgmttalk -4:36 PM Aug 29th, 2011 brainmates A3: Acc to @Mack_McCoy - Its diff for diff companies. Often Product Manager is in the middle #prodmgmttalk -4:37 PM Aug 29th, 2011 brainmates A3: Acc to @Mack_McCoy - In small companies, its the Product Manager who drives customer experience #prodmgmttalk -4:38 PM Aug 29th, 2011 BreSwim @cindyfsolomon Marketing in many cases. Often responsible for driving potential customers to become current customers. #prodmgmttalk -4:38 PM Aug 29th, 2011 ErikaLAndersen Person who works with customers most, who has the empathy, should be driving #prodmgmttalk -4:38 PM Aug 29th, 2011 brainmates RT @ErikaLAndersen: Person who works with customers most, who has the empathy, should be driving #prodmgmttalk -4:39 PM Aug 29th, 2011 cindyfsolomon Your tweets are interconnected@ErikaLAndersen and @BreSwim! #prodmgmttalk -4:39 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy to @BreSwim Shouldn't we go further - once we have customer, want to keep and grow them. Could argue mrktg resp #prodmgmttalk -4:40 PM Aug 29th, 2011 liz_blink Is that not everyone? "@ErikaLAndersen: Person who works with customers most, who has the empathy, should be driving #prodmgmttalk" -4:40 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 8 Centercode = Better Beta Tests
- 9. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk brainmates @BreSwim Sure! But acc to @Mack_McCoy we need to go further. How do we keep current customers? #prodmgmttalk -4:40 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy its a triage if its a support issue - could fall to dev, eng when enhancing existing prods...#prodmgmttalk -4:40 PM Aug 29th, 2011 cindyfsolomon Welcome @liz_blink, Yes, it should be everybody!#prodmgmttalk -4:41 PM Aug 29th, 2011 ErikaLAndersen I think marketing creates msgs to send out; person driving should listen more than speak #prodmgmttalk -4:41 PM Aug 29th, 2011 brainmates RT @liz_blink: Is that not everyone? It should be! Unfortunately we forget about the customer in day 2 day biz..#prodmgmttalk -4:41 PM Aug 29th, 2011 cindyfsolomon @ErikaLAndersen nails it again! Exactly - must listen & observe more than telling/talking to recognize#prodmgmttalk -4:42 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy products will be successful whenever salespeople have excellent rapport w/buyer, company in B2B #prodmgmttalk -4:43 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says to emulate that "warm" relationship w/B2C transactions #prodmgmttalk -4:43 PM Aug 29th, 2011 brainmates Great advice from @Mack_McCoy. If we want buyers to buy, we need to create an emotional connection throughout whole journey #prodmgmttalk -4:44 PM Aug 29th, 2011 liz_blink LOL Not mrkting job then! @ErikaLAndersen: I think marketing creates msgs; person driving should listen more than speak #prodmgmttalk -4:44 PM Aug 29th, 2011 cindyfsolomon Q4 What drives your customers’ decision-making for buying/upgrading your products/services? Do you know? Should you care? #prodmgmttalk -4:44 PM Aug 29th, 2011 ErikaLAndersen @gander2112 says all the time RT@cindyfsolomon: @ErikaLAndersen must listen & observe more than telling/talking to recognize #prodmgmttalk -4:44 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 9 Centercode = Better Beta Tests
- 10. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk BreSwim @cindyfsolomon @mack_mccoy absolutely! To encourage brand loyalty that can't be the only! Often 1st impression is from mktg #prodmgmttalk -4:45 PM Aug 29th, 2011 Mack_McCoy @BreSwim Yes. Often many don't understand why brand exp is so important & their role in bldg it. @cindyfsolomon #ProdMgtTalk liz_blink @brainmates Unfortunately we forget about the customer in day 2 day biz.. And start to act if they distract is from work!#prodmgmttalk" -4:45 PM Aug 29th, 2011 BreSwim @cindyfsolomon @mack_mccoy Q: is it more difficult to engage employees in importance of brand experience than it is the customer? cindyfsolomon @Mack_McCoy to @BreSwim indeed - must be holistic #prodmgmttalk -4:46 PM Aug 29th, 2011 brainmates Well said! RT @liz_blink: We act as if customers distract us from work! #prodmgmttalk" #prodmgmttalk -4:47 PM Aug 29th, 2011 cindyfsolomon A4 - leading question - of course we care as Product Managers - its what drives us! #prodmgmttalk -4:47 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy we think if we have all the check boxes, then we'll win but everyone says you must build comprehensive experience #prodmgmttalk -4:48 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy Wholefoods does a good job focussed outside on brand impression - but don't treat their employees well... #prodmgmttalk -4:49 PM Aug 29th, 2011 ErikaLAndersen Think it'd help to give engs personas, ensure countless decisions they make reflect custs? #prodmgmttalk -4:50 PM Aug 29th, 2011 brainmates Agree! RT @ErikaLAndersen: Think itd help to give engs personas, ensure countless decisions they make reflect custs? #prodmgmttalk -4:50 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says older processes dehumanized data as it distilled down into features. Agile & personas return connection #prodmgmttalk -4:52 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 10 Centercode = Better Beta Tests
- 11. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk cindyfsolomon Q5 Where do you capture data about direct customer experience, feedback, perception? #prodmgmttalk -4:52 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy now golden age of voice of customer -info readily avail at reduced cost #prodmgmttalk -4:53 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy - we are in the golden age of the customer. We have easy access to them for little cost#prodmgmttalk -4:53 PM Aug 29th, 2011 chrisboothe RT @brainmates: Good #prodmgmt should consider all touch points. When deploying tech, don't lose sight of humanity.#prodmgmttalk -4:53 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says well said and Welcome@chrisboothe #prodmgmttalk -4:54 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy 1. many tools agregating info from all sources 2. consumer/customer panel 3. solicit feedback - surveys #prodmgmttalk -4:56 PM Aug 29th, 2011 brainmates Acc to @Mack_McCoy Social Media + Customer Panel + Surveys + Feedback + Customer Support Info = ways to get 2 customer #prodmgmttalk -4:56 PM Aug 29th, 2011 cindyfsolomon @Mack_McCoy says Often info from customer support wasn't making it back to ProdMgmt & Engineering#prodmgmttalk -4:57 PM Aug 29th, 2011 cindyfsolomon Best source of info re: product, company, customers & history is #Customer Support people & dept!#prodmgmttalk -4:58 PM Aug 29th, 2011 ErikaLAndersen @cindyfsolomon: Key for prod mgmrs, make friends with customer support #prodmgmttalk -4:59 PM Aug 29th, 2011 cindyfsolomon Alliance of Product Professionals - Coming Soon! http://t.co/AEYw2K0 via @AlloPPs #prodmgmttalk -4:59 PM Aug 29th, 2011 cindyfsolomon Today's unedited transcript of tweets: http://t.co/a2O6YgD #prodmgmttalk - 4:59 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 11 Centercode = Better Beta Tests
- 12. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk brainmates Agree! RT @ErikaLAndersen: @cindyfsolomon: Key for prod mgmrs, make friends with customer support #prodmgmttalk -4:59 PM Aug 29th, 2011 cindyfsolomon NO Speaker next week - USA Labor Day Holiday - enjoy! Join us Sept 12 for @GregWhite of PCamp SoCal#prodmgmttalk -4:59 PM Aug 29th, 2011 cindyfsolomon Happy to announce #PCampUtah on Sept 10, 2011 http://t.co/P66tf9G #prodmgmttalk -5:00 PM Aug 29th, 2011 BreSwim Def agree! RT@cindyfsolomon: Best source of info re: product, company, customers & history is Customer Support people & dept! #prodmgmttalk -5:00 PM Aug 29th, 2011 cindyfsolomon Like us on facebook http://t.co/RAT9IOm#prodmgmttalk -5:01 PM Aug 29th, 2011 brainmates Thanks so much everyone for joining! #prodmgmttalk -5:01 PM Aug 29th, 2011 cindyfsolomon Follow us on LinkedIn http://t.co/oHqHAj7 Join LinkedIn group http://t.co/suySIm2 #prodmgmttalk -5:01 PM Aug 29th, 2011 liz_blink You should be allies anyway! "@ErikaLAndersen:@cindyfsolomon: Key for prod mgmrs, make friends with customer support #prodmgmttalk" -5:01 PM Aug 29th, 2011 ErikaLAndersen Come to PCampUtah! Sept 10. Want something covered? Bring it up! http://t.co/gZWEDMH #prodmgmttalk -5:01 PM Aug 29th, 2011 cindyfsolomon Thank you @Mack_McCoy for speaking today! Everyone's participation appreciated! #prodmgmttalk -5:01 PM Aug 29th, 2011 cindyfsolomon Today's unedited transcript availablehttp://t.co/a2O6YgD and unedited recordinghttp://t.co/UwSrupz #prodmgmttalk -5:02 PM Aug 29th, 2011 cindyfsolomon Contribute to the Global Product Management Talk blog http://t.co/w1M3qLx #prodmgmttalk -5:02 PM Aug 29th, 2011 cindyfsolomon Subscribe to our newsletter (coming soon!) http://t.co/Fpt4rea #prodmgmttalk -5:03 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 12 Centercode = Better Beta Tests
- 13. Transcript from Aug 29/30, 2011: What Product Managers Must Learn from Brand Management to Succeed Global Product Management Talk w/ Mack McCoy, Global Product Marketer http://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8 Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalk cindyfsolomon Have a product management related announcement, event, resource? Please direct message me!#prodmgmttalk -5:06 PM Aug 29th, 2011 cindyfsolomon Today's stats: 168 tweets generated 222,947 impressions, reaching an audience of 19,919 followers#prodmgmttalk -5:07 PM Aug 29th, 2011 cindyfsolomon Thank you! @Mack_McCoy @brainmates @prodmgmttalk @allopps @liz_blink @BreSwim @chrisboothe@ErikaLAndersen @Ycnt_ibdonlyjen #prodmgmttalk - 5:10 PM Aug 29th, 2011 cindyfsolomon Join us again Sept 12 for @GregWhite of @PCampSoCal! @christopherhanf @ewpaisley @PSJournal #prodmgmttalk -5:12 PM Aug 29th, 2011 Mack_McCoy @cindyfsolomon @brainmates @prodmgmttalk @allopps @liz_blink @BreSwim @chrisboothe @ErikaLAndersen @Ycnt_ibdonlyjen Thank you! It was fun. Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 13 Centercode = Better Beta Tests