Why are so many companies putting technology and cost savings ahead of the human experience? In this episode of The Product Porch, hosts Ryan Cantwell, Joe Ghali, and Todd Blaquiere dig into what’s really happening with customer service, and why product managers can’t afford to ignore it.

They share personal stories of declining experiences and pockets of excellence, and explore how product managers can turn customer experience into a true competitive advantage. From using AI in customer support to working more closely with frontline teams, the conversation is packed with practical advice you can apply right away.

If you’re a product manager who wants to stop the slide, build trust with customers, and make service a differentiator for your product, pull up a chair on the porch and let’s talk about how better experiences can drive real product impact.

Decline in Customer Experience
[00:55] UPS story – Example of declining customer service.
[02:29] "We’re done" – Awkward interaction highlights lack of engagement.
[04:43] Cost-cutting trend – Companies automate to reduce human interaction.
[05:11] Data check – Forester study shows lowest-ever customer experience index.

Good vs. Bad Customer Service Experiences
[03:06] Southwest story – Example of excellent customer service building loyalty.
[06:55] Pendulum swing – Service quality will rebound as customers push back.
[07:30] Loyalty matters – Positive service drives retention and repeat business.

The Role of Product Managers in Customer Experience
[09:34] Whole product ownership – PMs own the journey from sales to support.
[10:30] Practical tips – Empower sales, onboarding, and support with better tools and training.
[13:30] Continuous discovery – PMs should shadow and meet with support regularly.
[14:57] AI opportunity – AI frees time for deeper customer discovery.

Defining Good Customer Experience in SaaS
[24:29] SaaS example – Frictionless onboarding creates a smooth experience.
[26:21] Anticipating needs – Effective FAQs and proactive support add value.
[27:19] Using ChatGPT – AI troubleshooting often outperforms official docs.

Conclusion and Closing Remarks
[29:30] Key takeaways – Service as a differentiator, not an afterthought.
[30:17] "CX is information" – Customer experience is about enabling with the right info.
[31:00] Service as a frontline driver – Customer service is the product’s real face.
[32:00] Closing – Reflections on empathy, trust, and support as core to product impact.

Help keep the Product Porch lights on by giving at Patreon.com/TheProductPorch.

Join our email list and never miss an episode at theproductporch.com