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/prodmgmttalkMack McCoy says, If you think youre just selling a product, youre wrong!Customers have moved on. They see BRANDS as services and products as acomponent 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, buttheir experience IS your brand impression - the product is important but its only apart 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 yourproducts/services?Q3 In your company/position, whos responsible for the overall customer experience? Whosreally in the drivers seat?Q4 What drives your customers decision-making for buying/upgrading yourproducts/services? Do you know? Should you care?Q5 Where do you capture data about direct customer experience, feedback, perception?ProdMgmtTalk Link resources for todays talk http://pack.li/2wMack_McCoy < 2 hours until the #ProdMgmtTalk Im participating in. Yes, I say participatebecause it takes everyone to make it succeed. #pcSC #inPSJournal RT @cindyfsolomon: Today! What Product Managers must learn from BrandManagement w/ @Mack_McCoy #ProdMgmtTalk" http://t.co/IwNGuRx #brand -2:58 PM Aug29th, 2011brainmates Weekly global product management talk starts in 30 minutes. My tweeting will beon over drive #prodmgmttalk -3:32 PM Aug 29th, 2011Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below!1Centercode = Better Beta Tests

2. Transcript from Aug 29/30, 2011:What Product Managers Must Learn from Brand Management to SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkcindyfsolomon Coming UP: Global Product Management Talk! Never participated in a twitterchat? FAQs -http://t.co/GaJHwzo Join us! #prodmgmttalk -3:46 PM Aug 29th, 2011cindyfsolomon Tweeting Best Practices FAQs - #ProdMgmtTalk http://t.co/DTt9qej#prodmgmttalk -3:48 PM Aug 29th, 2011ProdMgmtTalk Exciting! Sign up for Alliance of Product Professionals http://t.co/obbUZTN#prodmgmttalk -3:50 PM Aug 29th, 2011nickcoster Stuck in a taxi queue and sad that Ill be missing todays #prodmgmttalk -3:51 PMAug 29th, 2011merylkevans Unbelievable! RT @cindyfsolomon: See list of twitter chats: almost 500 &growing! http://t.co/rkTlzVJ #prodmgmttalk -3:55 PM Aug 29th, 2011ProdMgmtTalk Welcome @merylkevans Todays questions are at http://t.co/xb9L7F3#prodmgmttalk -3:56 PM Aug 29th, 2011ProdMgmtTalk Intro speaker @Mack_McCoy joining us from Southern California#prodmgmttalk -3:56 PM Aug 29th, 2011Cindyfsolomon @nickcoster just tweet from your phone, and well get you in the transcript!#prodmgmttalk -3:56 PM Aug 29th, 2011ProdMgmtTalk Discussion questions from each talkhttp://t.co/qZEkjJy Todays questions:http://t.co/xb9L7F3 #prodmgmttalk -3:58 PM Aug 29th, 2011nickcoster @ProdMgmtTalk will do the best I can. Need to get to client to run prodmgmttraining course. Ill show them #prodmgmttalk in action. -4:01 PM Aug 29th, 2011Welcome @Mack_McCoy Co-Founder, Executive Director, & Director of Social Media forProduct Camp SoCal #prodmgmttalk -4:03 PM Aug 29th, 2011ProdMgmtTalk Our speaker @Mack_McCoy Treasurer & Founding Board Member of OrangeCounty Product Manager #prodmgmttalk -4:03 PM Aug 29th, 2011Intro @Mack_McCoy more than a decade of experience in product marketing, businesstransformation, product management #prodmgmttalk -4:03 PM Aug 29th, 2011brainmates Hello everyone. Its Adrienne, co-host of Product Management Talk, fromSydney #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 Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkProdMgmtTalk @Mack_McCoy focused in the Internet and Telecommunication industries. Ourspeaker telling us how he got into #prodmgmttalk -4:04 PM Aug 29th, 2011ErikaLAndersen Hi all! Erika from Salt Lake City checking into#prodmgmttalk -4:04 PM Aug29th, 2011ProdMgmtTalk @Mack_McCoy Most background tech based on hardware & software. Workingon Oct 15 ProdCamp SoCal #3 #prodmgmttalk -4:04 PM Aug 29th, 2011cindyfsolomon Discussion questions from each talkhttp://t.co/4qq7Jox Todaysquestions: http://t.co/wHKpKXJ#prodmgmttalk -4:06 PM Aug 29th, 2011cindyfsolomon Welcome everyone! This is Cindy, your producer & co-host, tweeting fromacross bay from San Francisco! #prodmgmttalk -4:06 PM Aug 29th, 2011cindyfsolomon Welcome @ErikaLAndersen! and my co-host Adrienne @brainmates#prodmgmttalk -4:07 PM Aug 29th, 2011cindyfsolomon Seven minutes in and First Question: Q1 How is customer experience definedin your organization?#prodmgmttalk -4:07 PM Aug 29th, 2011cindyfsolomon Reason first question "it always starts wi/ customer! Step back:do peopleunderstand brand vs. product mgmt?" says @Mack_McCoy #prodmgmttalk -4:08 PM Aug29th, 2011ErikaLAndersen Do we have a listen-in channel this time? #prodmgmttalk -4:09 PM Aug 29th,2011cindyfsolomon Definition of brand management: http://t.co/0NQbvWY #prodmgmttalk -4:09PM Aug 29th, 2011cindyfsolomon @ErikaLAndersen Listen here: http://t.co/UwSrupz #prodmgmttalk -4:09 PMAug 29th, 2011brainmates Acc to @mack_mccoy Brand Manager asks more fundamental ques - what is thepain the customer is trying to solve? #prodmgmttalk -4:10 PM Aug 29th, 2011cindyfsolomon You can hear @Mack_McCoy discussing "what are consumers trying to solve bybuying your product/service"http://t.co/UwSrupz #prodmgmttalk -4:11 PM Aug 29th, 2011ErikaLAndersen Thanks! RT @cindyfsolomon: @ErikaLAndersenListenhere: http://t.co/8CcvKka #prodmgmttalk -4:11 PM Aug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 3Centercode = Better Beta Tests 4. Transcript from Aug 29/30, 2011:What Product Managers Must Learn from Brand Management to SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkbrainmates Acc to @mack_mccoy Brand Managers asks - What are consumers trying todo/solve by buying ur product or service?#prodmgmttalk -4:11 PM Aug 29th, 2011cindyfsolomon The 5 Ps of Marketing: http://t.co/zm6zz6s#prodmgmttalk -4:11 PM Aug29th, 2011Ycnt_ibdonlyjen @cindyfsolomon if your using google calendar there r lots of country holidaycalendars to use #prodmgmttalk -4:12 PM Aug 29th, 2011cindyfsolomon Today is more audio presentation w/twitter commentary so far...! Listenhere: http://t.co/UwSrupz #prodmgmttalk -4:12 PM Aug 29th, 2011cindyfsolomon @Ycnt_ibdonlyjen Welcome! #prodmgmttalk -4:13 PM Aug 29th, 2011prodmgmttalk Now on @Blogtalkradio Co-hosts Cindy @cindyfsolomon & Adrienne@brainmates w/Mack @Mack_McCoy http://t.co/UwSrupz #prodmgmttalk -4:13 PM Aug29th, 2011brainmates Acc to @mack_mccoy brand management makes & maintains a promise to thecustomer #prodmgmttalk -4:15 PM Aug 29th, 2011cindyfsolomon http://t.co/0NQbvWY Brand Management def - broad: develop promise forbrand 2 embody, make promise & maintain the promise #prodmgmttalk -4:15 PM Aug 29th,2011ErikaLAndersen @Mack_McCoy: Product managers use of ethnography and culturalanthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011cindyfsolomon RT @ErikaLAndersen: @Mack_McCoy: Product managers use of ethnographyand cultural anthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011ewpaisley RT @ErikaLAndersen: @Mack_McCoy: Product managers use of ethnography andcultural anthropology is exploding. #prodmgmttalk -4:16 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says Apple has done a consistent job of delivering on brandpromises #prodmgmttalk -4:16 PM Aug 29th, 2011cindyfsolomon 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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkErikaLAndersen @Mack_McCoy: Excuse the fanboy, but reason why Apple succeeds is theykeep promise to customrs #prodmgmttalk -4:17 PM Aug 29th, 2011cindyfsolomon @ewpaisley You can hear our speaker @Mack_McCoy speaking here:http://t.co/UwSrupz #prodmgmttalk -4:17 PM Aug 29th, 2011brainmates Acc to @Mack_McCoy #prodmgmt in tech has a tendency to focus on technologyinstead of the customer. #prodmgmttalk -4:18 PM Aug 29th, 2011ErikaLAndersen @Mack_McCoy: Can get so caught up in product/launch, lose sight of whatcustomer values #prodmgmttalk-4:19 PM Aug 29th, 2011christopherhanf RT @cindyfsolomon - First question: Q1 How is customer experience definedin your organization? #prodmgmttalk -4:20 PM Aug 29th, 2011Ycnt_ibdonlyjen Am big fan of ethno RT @ErikaLAndersen: @Mack_McCoy: Product managersuse of ethnography & cultural anthropology is exploding #prodmgmttalk -4:20 PM Aug 29th,2011brainmates Acc to @Mack_McCoy #prodmgmt should look to#brand management to createexceptional customer experiences #prodmgmttalk -4:20 PM Aug 29th, 2011ErikaLAndersen Question: is customer experience and brand experience the samething? #prodmgmttalk -4:20 PM Aug 29th, 2011cindyfsolomon Welcome! @christopherhanf Todays questions are at http://t.co/wHKpKXJ andBackground resources: http://pack.li/2w #prodmgmttalk -4:20 PM Aug 29th, 2011cindyfsolomon RT @ErikaLAndersen: Question: is customer experience and brand experiencethe same thing?#prodmgmttalk -4:21 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says Cust Exp is subset of brand exp, it drives brandexperience. Cust Exp feeds brand exp - all messaging... #prodmgmttalk -4:22 PM Aug 29th,2011brainmates Acc to @Mack_McCoy customer experience feeds brand experience. There is morein brand experience eg: messaging #prodmgmttalk -4:22 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy to @ErikaLAndersen great question! #prodmgmttalk -4:23 PMAug 29th, 2011 Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 5Centercode = 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/prodmgmttalkcindyfsolomon @Mack_McCoy looking at cust exp from acquisition thru billing - Adriennethinks of that as ProdMrktg (wheres @jidoctor?) #prodmgmttalk -4:23 PM Aug 29th, 2011ErikaLAndersen @Mack_McCoy: customer experience is biggest part of the brand experience.Thanks! #prodmgmttalk -4:24 PM Aug 29th, 2011cindyfsolomon @ErikaLAndersen brand management success is measured by customerimpression, experience and resulting behavior #prodmgmttalk -4:25 PM Aug 29th, 2011Ycnt_ibdonlyjen @ErikaLAndersen the cust exp should communicate the brand values? So idprob say yes to ur ques #prodmgmttalk -4:25 PM Aug 29th, 2011brainmates Acc to @Mack_McCoy #prodmgmt should establish & maintain emotionalconnection with customer when developing prods & services #prodmgmttalk -4:25 PM Aug29th, 2011ErikaLAndersen I thought designers ruled Apple, not product managers #prodmgmttalk -4:26PM Aug 29th, 2011cindyfsolomon Lots of metrics - powerful is ability to see what customers are talking about viasocial media #prodmgmttalk -4:26 PM Aug 29th, 2011brainmates RT @Ycnt_ibdonlyjen: the cust exp should communicate the brand values#prodmgmttalk -4:26 PM Aug 29th, 2011cindyfsolomon Q2 Where does customer experience begin and end when you think about yourproducts/services?#prodmgmttalk -4:28 PM Aug 29th, 2011brainmates Acc to @Mack_McCoy #prodmgmt should be thinking about brand & customer expcomprehensively so u can to stay top of mind #prodmgmttalk -4:29 PM Aug 29th, 2011BreSwim Customer experience begins at first impression whether online or elsewhere#prodmgmttalk -4:29 PM Aug 29th, 2011brainmates RT @BreSwim: Customer experience begins at first impression whether online orelsewhere #prodmgmttalk -4:30 PM Aug 29th, 2011BreSwim @brainmates @mac_mccoy agreed! customers and potential customersbrainmates Good #prodmgmt should consider all touch points. When deploying tech, dontlose sight of humanity. #prodmgmttalk-4:30 PM Aug 29th, 2011Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below!6Centercode = 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/prodmgmttalkcindyfsolomon Welcome @BreSwim Listen in now at http://t.co/UwSrupz. #BlogTalkRadio#prodmgmttalk -4:30 PM Aug 29th, 2011ErikaLAndersen @Mack_McCoy: So youre not limiting cust exp to jst prod use, but from 1stad, set up, etc? #prodmgmttalk -4:30 PM Aug 29th, 2011brainmates YES! RT @ErikaLAndersen: @Mack_McCoy: So youre not limiting cust exp to jstprod use, but from 1st ad, set up, etc?#prodmgmttalk -4:31 PM Aug 29th, 2011ErikaLAndersen Shld user test not only prod design, but setup, uploads/downloads, everythingcustomer does w/ prod#prodmgmttalk -4:32 PM Aug 29th, 2011brainmates Acc to @Mac_McCoy - cust exp should be defined first & foremost by the customernot by the Product Manager#prodmgmttalk -4:32 PM Aug 29th, 201cindyfsolomon @Mack_McCoy to @ErikaLAndersen Yes, Absolutely. Its about trying tounderstand what is the pain you are solving #prodmgmttalk -4:33 PM Aug 29th, 2011brainmates Acc to @Mac_McCoy We r trying to fundamentally trying to sell something so weneed to understand why people want to buy #prodmgmttalk -4:34 PM Aug 29th, 2011ErikaLAndersen According to Don Norman: Design at three levels, visceral, behavioral, &reflective #prodmgmttalk -4:34 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy ethnography, anthropology, customer surveys - all this infoprovides info about customer so we build best prod #prodmgmttalk -4:35 PM Aug 29th, 2011cindyfsolomon YES! RT @ErikaLAndersen: According to Don Norman: Design at three levels,visceral, behavioral, & reflective #prodmgmttalk -4:35 PM Aug 29th, 2011ErikaLAndersen Visceral: first impression; Behavioral: Using product; Reflective: thinking abtit later #prodmgmttalk -4:35 PM Aug 29th, 2011brainmates RT @ErikaLAndersen: According to Don Norman: Design at three levels, visceral,behavioral, & reflective #prodmgmttalk -4:35 PM Aug 29th, 2011Sponsor us http://bit.ly/gF0Tt3 and visit our sponsor link below! 7Centercode = Better Beta Tests 8. Transcript from Aug 29/30, 2011:What Product Managers Must Learn from Brand Management to SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkbrainmates RT @ErikaLAndersen: Visceral: first impression; Behavioral: Using product;Reflective: thinking abt it later#prodmgmttalk -4:35 PM Aug 29th, 2011ErikaLAndersen I love this stuff! #prodmgmttalk -4:35 PM Aug 29th, 2011cindyfsolomon Were complimenting @ErikaLAndersen s comments and insights!#prodmgmttalk -4:35 PM Aug 29th, 2011ErikaLAndersen [blushing] RT @cindyfsolomon: Were complimenting @ErikaLAndersen scomments and insights!#prodmgmttalk -4:36 PM Aug 29th, 2011cindyfsolomon Q3 In your company/position, whos responsible for the overall customerexperience? Whos really in the drivers seat? #prodmgmttalk -4:36 PM Aug 29th, 2011brainmates A3: Acc to @Mack_McCoy - Its diff for diff companies. Often Product Manager is inthe middle #prodmgmttalk -4:37 PM Aug 29th, 2011brainmates A3: Acc to @Mack_McCoy - In small companies, its the Product Manager whodrives customer experience #prodmgmttalk -4:38 PM Aug 29th, 2011BreSwim @cindyfsolomon Marketing in many cases. Often responsible for driving potentialcustomers to become current customers. #prodmgmttalk -4:38 PM Aug 29th, 2011ErikaLAndersen Person who works with customers most, who has the empathy, should bedriving #prodmgmttalk -4:38 PM Aug 29th, 2011brainmates RT @ErikaLAndersen: Person who works with customers most, who has theempathy, should be driving #prodmgmttalk -4:39 PM Aug 29th, 2011cindyfsolomon Your tweets areinterconnected@ErikaLAndersen and @BreSwim! #prodmgmttalk -4:39 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy to @BreSwim Shouldnt we go further - once we havecustomer, want to keep and grow them. Could argue mrktg resp #prodmgmttalk -4:40 PMAug 29th, 2011liz_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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkbrainmates @BreSwim Sure! But acc to @Mack_McCoy we need to go further. How do wekeep current customers? #prodmgmttalk -4:40 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy its a triage if its a support issue - could fall to dev, eng whenenhancing existing prods...#prodmgmttalk -4:40 PM Aug 29th, 2011cindyfsolomon Welcome @liz_blink, Yes, it should be everybody!#prodmgmttalk -4:41 PMAug 29th, 2011ErikaLAndersen I think marketing creates msgs to send out; person driving should listen morethan speak #prodmgmttalk -4:41 PM Aug 29th, 2011brainmates RT @liz_blink: Is that not everyone? It should be! Unfortunately we forget aboutthe customer in day 2 day biz..#prodmgmttalk -4:41 PM Aug 29th, 2011cindyfsolomon @ErikaLAndersen nails it again! Exactly - must listen & observe more thantelling/talking to recognize#prodmgmttalk -4:42 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy products will be successful whenever salespeople have excellentrapport w/buyer, company in B2B #prodmgmttalk -4:43 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says to emulate that "warm" relationship w/B2C transactions#prodmgmttalk -4:43 PM Aug 29th, 2011brainmates Great advice from @Mack_McCoy. If we want buyers to buy, we need to create anemotional connection throughout whole journey #prodmgmttalk -4:44 PM Aug 29th, 2011liz_blink LOL Not mrkting job then! @ErikaLAndersen: I think marketing creates msgs; persondriving should listen more than speak #prodmgmttalk -4:44 PM Aug 29th, 2011cindyfsolomon Q4 What drives your customers decision-making for buying/upgrading yourproducts/services? Do you know? Should you care? #prodmgmttalk -4:44 PM Aug 29th, 2011ErikaLAndersen @gander2112 says all the time RT@cindyfsolomon: @ErikaLAndersen mustlisten & 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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkBreSwim @cindyfsolomon @mack_mccoy absolutely! To encourage brand loyalty that cant bethe only! Often 1st impression is from mktg #prodmgmttalk -4:45 PM Aug 29th, 2011Mack_McCoy @BreSwim Yes. Often many dont understand why brand exp is so important &their role in bldg it. @cindyfsolomon #ProdMgtTalkliz_blink @brainmates Unfortunately we forget about the customer in day 2 day biz.. And startto act if they distract is from work!#prodmgmttalk" -4:45 PM Aug 29th, 2011BreSwim @cindyfsolomon @mack_mccoy Q: is it more difficult to engage employees inimportance of brand experience than it is the customer?cindyfsolomon @Mack_McCoy to @BreSwim indeed - must be holistic #prodmgmttalk -4:46PM Aug 29th, 2011brainmates Well said! RT @liz_blink: We act as if customers distract us from work!#prodmgmttalk" #prodmgmttalk -4:47 PM Aug 29th, 2011cindyfsolomon A4 - leading question - of course we care as Product Managers - its what drivesus! #prodmgmttalk -4:47 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy we think if we have all the check boxes, then well win buteveryone says you must build comprehensive experience #prodmgmttalk -4:48 PM Aug 29th,2011cindyfsolomon @Mack_McCoy Wholefoods does a good job focussed outside on brandimpression - but dont treat their employees well... #prodmgmttalk -4:49 PM Aug 29th, 2011ErikaLAndersen Think itd help to give engs personas, ensure countless decisions they makereflect custs? #prodmgmttalk -4:50 PM Aug 29th, 2011brainmates Agree! RT @ErikaLAndersen: Think itd help to give engs personas, ensurecountless decisions they make reflect custs? #prodmgmttalk -4:50 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says older processes dehumanized data as it distilled down intofeatures. 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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkcindyfsolomon Q5 Where do you capture data about direct customer experience, feedback,perception? #prodmgmttalk -4:52 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy now golden age of voice of customer -info readily avail atreduced cost #prodmgmttalk -4:53 PM Aug 29th, 2011brainmates Acc to @Mack_McCoy - we are in the golden age of the customer. We have easyaccess to them for little cost#prodmgmttalk -4:53 PM Aug 29th, 2011chrisboothe RT @brainmates: Good #prodmgmt should consider all touch points. Whendeploying tech, dont lose sight of humanity.#prodmgmttalk -4:53 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says well said and Welcome@chrisboothe #prodmgmttalk -4:54PM Aug 29th, 2011cindyfsolomon @Mack_McCoy 1. many tools agregating info from all sources 2.consumer/customer panel 3. solicit feedback - surveys #prodmgmttalk -4:56 PM Aug 29th,2011brainmates Acc to @Mack_McCoy Social Media + Customer Panel + Surveys + Feedback +Customer Support Info = ways to get 2 customer #prodmgmttalk -4:56 PM Aug 29th, 2011cindyfsolomon @Mack_McCoy says Often info from customer support wasnt making it back toProdMgmt & Engineering#prodmgmttalk -4:57 PM Aug 29th, 2011cindyfsolomon Best source of info re: product, company, customers & history is #CustomerSupport people & dept!#prodmgmttalk -4:58 PM Aug 29th, 2011ErikaLAndersen @cindyfsolomon: Key for prod mgmrs, make friends with customer support#prodmgmttalk -4:59 PM Aug 29th, 2011cindyfsolomon Alliance of Product Professionals - Coming Soon! http://t.co/AEYw2K0 via@AlloPPs #prodmgmttalk -4:59 PM Aug 29th, 2011cindyfsolomon Todays 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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkbrainmates Agree! RT @ErikaLAndersen: @cindyfsolomon: Key for prod mgmrs, make friendswith customer support #prodmgmttalk -4:59 PM Aug 29th, 2011cindyfsolomon NO Speaker next week - USA Labor Day Holiday - enjoy! Join us Sept 12for @GregWhite of PCamp SoCal#prodmgmttalk -4:59 PM Aug 29th, 2011cindyfsolomon Happy to announce #PCampUtah on Sept 10, 2011 http://t.co/P66tf9G#prodmgmttalk -5:00 PM Aug 29th, 2011BreSwim Def agree! RT@cindyfsolomon: Best source of info re: product, company, customers& history is Customer Support people & dept! #prodmgmttalk -5:00 PM Aug 29th, 2011cindyfsolomon Like us on facebook http://t.co/RAT9IOm#prodmgmttalk -5:01 PM Aug 29th,2011brainmates Thanks so much everyone for joining! #prodmgmttalk -5:01 PM Aug 29th, 2011cindyfsolomon Follow us on LinkedIn http://t.co/oHqHAj7 Join LinkedIn grouphttp://t.co/suySIm2 #prodmgmttalk -5:01 PM Aug 29th, 2011liz_blink You should be allies anyway! "@ErikaLAndersen:@cindyfsolomon: Key for prodmgmrs, make friends with customer support #prodmgmttalk" -5:01 PM Aug 29th, 2011ErikaLAndersen Come to PCampUtah! Sept 10. Want something covered? Bring itup! http://t.co/gZWEDMH #prodmgmttalk -5:01 PM Aug 29th, 2011cindyfsolomon Thank you @Mack_McCoy for speaking today! Everyones participationappreciated! #prodmgmttalk -5:01 PM Aug 29th, 2011cindyfsolomon Todays unedited transcript availablehttp://t.co/a2O6YgD and uneditedrecordinghttp://t.co/UwSrupz #prodmgmttalk -5:02 PM Aug 29th, 2011cindyfsolomon Contribute to the Global Product Management Talk blog http://t.co/w1M3qLx#prodmgmttalk -5:02 PM Aug 29th, 2011cindyfsolomon 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 SucceedGlobal Product Management Talk w/ Mack McCoy, Global Product Marketerhttp://www.prodmgmttalk Subscribe: http://bit.ly/ouZN8J FB: http://on.fb.me/ncKUD8Listen to speaker & co-hosts! http://www.blogtalkradio.com/prodmgmttalkcindyfsolomon Have a product management related announcement, event, resource? Pleasedirect message me!#prodmgmttalk -5:06 PM Aug 29th, 2011cindyfsolomon Todays stats: 168 tweets generated 222,947 impressions, reaching anaudience of 19,919 followers#prodmgmttalk -5:07 PM Aug 29th, 2011cindyfsolomon Thank you! @Mack_McCoy @brainmates @prodmgmttalk @allopps@liz_blink @BreSwim @chrisboothe@ErikaLAndersen @Ycnt_ibdonlyjen #prodmgmttalk -5:10 PM Aug 29th, 2011cindyfsolomon Join us again Sept 12 for @GregWhite of @PCampSoCal! @christopherhanf@ewpaisley @PSJournal #prodmgmttalk -5:12 PM Aug 29th, 2011Mack_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