If you find yourself attempting to win over the rest of your organisation to a more user-centric, evidence-led way of working, remember how jarring change can be and actively work to soften the impact for them.
July’s ProductTank London brought us three experts in making change happen. Take a look at the recap I wrote over on Mind the Product’s blog.
Product managers are full of contradictions: if we’re not busting a gut to launch something, we’re trying to kill our older products off.
How much would you invest to prevent a mass customer exodus? Everything Everywhere, the merged T-Mobile / Orange behemoth, was happy to spend £150 per customer to shore up its customer base following the post-merger restructuring.
What did it gain? A reduction in monthly churn from 1.7% to 1.3%, significant given their customers number well into the millions, plus an additional 300,000 customers locked into long-term contracts in place of short-term pre-pay contracts.