Build Relationships With Your Customers – Fabrice des Mazery on The Product Experience

Over the course of lockdown, how we maintain relationships with our nearest and dearest has been tested. But Fabrice des Mazery, CPO at Thiga, suggests the skills we’ve honed during this time can actually be useful in building relationships with our customers. In this episode, sponsored by Amplitude, he draws on his experience at Deezer, where he helped build an experience that consciously tries to embrace customers – not capture them.

Listen for the answers to these questions and more:

• How can you engage and build trust with your customers?
• What drives our motivation?
• How do you measure the success of engagement?

Quote of the Episode

We tend to measure engagement wrong. We tend to measure engagement as if it were engaging the enemy. As if engagement was a battlefield, where we’re trying to capture as much attention as possible before someone else takes it.

Related Links

• Follow Fabrice on LinkedIn and Twitter
• Octalysis Framework explained at Yu-Kai Chou
• Hooked: A Guide to Building Habit-Forming Products book

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Our Hosts

The Product Experience is hosted by Lily Smith and Randy Silver.

Lily enjoys working as a consultant product manager with early-stage and growing startups and as a mentor to other product managers. She’s currently Head of Innovation at Go Compare and has spent 13 years in the tech industry working with startups in the SaaS and mobile space. She’s worked on a diverse range of products – leading the product teams through discovery, prototyping, testing and delivery. Lily also founded ProductTank Bristol (which now has 800+ members!) and runs ProductCamp in Bristol and Bath.

Randy has been working as an interactive producer and product manager across the US and UK for nearly 20 years. A recovering music journalist and editor, he launched Amazon’s music stores in the US and UK, and has worked across sectors including museums and arts groups, online education, media and entertainment, retail and financial services. He’s held Head of Product roles at HSBC and Sainsbury’s, where he also directed their 100+-person product community. Randy’s book, What Do We Do Now? A Product Manager’s Guide to Strategy in the Time of COVID-19 is out now, with all profits going to COVID-19 relief efforts.