Dharmesh ShahFounder and CTO, HubSpot

Why Improving the Product Experience Leads to Happier Customers and More Profitable Business

10 Jan 2023 · 0 min

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0:24

Dharmesh Shah argues that investing in customer experience makes products easier to sell, improves how customers perceive quality, and boosts lifetime value while cutting acquisition costs. Better experience is a win for both business and customers.

I want to improve sales and I want happier customers and we want to drive our acquisition costs down. What do we do? And the clichéd but right answer is invest. And not just the product, invest in the experience. If you invest in the experience, everybody wins. It's easier for the salespeople to sell. It's a better product. It's a better experience. Customers are happier. Your lifetime value stays constant or goes up and your acquisition costs go down.

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