OVERVIEW
● Product launching today is not so much about the product itself, but about the experience that comes with it.
● This blog offers a working checklist to make sure your customer experience (CX) strategy aligns with a successful launch—everything from pre-launch engagement to post-launch feedback loops.
Introduction
Each product launch is risky—but this is the twist: 70% of product launches do not meet their revenue expectations because companies underestimate one factor—Customer Experience (CX) (Source: Harvard Business Review). Customers no longer purchase products; they purchase experiences, trust, and a sense of alignment with their expectations.
Think about it: The customer views your new offering on social media, checks out your site, and contacts your support team for a brief question. If that experience is seamless, supportive, and cohesive, you’ve already won half the fight. If not? You’ve lost a potential supporter before your launch even gets off the ground.
This isn’t about tacking CX onto a “nice-to-have” checklist item. This is the checklist. Below, we break it down.
The CX Checklist for New Product Launches
1. Pre-Launch: Build Anticipation with Engagement
● Micro-Campaigns: Release behind-the-scenes content, sneak peeks, and beta-user reviews.
● Social Listening: Track conversations to predict questions, objections, and sentiment changes.
● Data Insight: 67% of customers anticipate personalized interactions based on past interaction (Salesforce, 2024). Leverage this to personalize your pre-launch content.
2. Seamless Omnichannel Journey
● Maintain consistent messaging across website, app, social, and email.
● Test user flows prior to launch—every click must go somewhere useful.
● Provide real-time support through chatbots and live assistance.
3. First Impressions at Launch
● Hyper-Responsive Support: Have your support streams on high alert during the first 72 hours.
● Community Involvement: Make early users advocates by fostering user-generated content.
● Clear Onboarding: Give straightforward walkthroughs, FAQs, and video tutorials.
4. Post-Launch Feedback & Optimization
● Get feedback right away—NPS surveys, quick polls, and reviews.
● Act visibly on Customer Feedback who believes in brands that hear and respond.
● 52% of customers switch brands after a single bad experience (PwC, 2023).
CX Launch Flow
Thoughts to Ponder
● Are you designing customer service as part of your product or as an afterthought?
● How prepared is your team to deal with “unexpected” feedback within 24 hours of launch?
Learn how the power of micro moments designing your cx helps brands create meaningful, real-time interactions at every touchpoint and how smart customer experience strategies can turn brief moments into lasting customer loyalty.
Wrap-Up
Customer experience is not an add-on to product launches—it’s the anchor. From anticipation to advocacy, CX-encompassing brands experience 3X higher customer retention (Bain & Company).
Key Takeaway
A product launch without great CX is just another announcement. With it, you drive momentum, loyalty, and ROI.
Conclusion
Ready to make your next product launch easy for customers and profitable for you? DialDesk enables brands to embed Customer Service Excellence into each phase of their launch—cost-effective, scalable, and always-on.
Get the CX Checklist for New Product Launches and see how DialDesk can help you deliver seamless customer experiences from day one.
👉 Book your demo today and unlock smarter ways to boost customer satisfaction!