#16 How do I delight my customers? - with Nesrine Changuel (Product Coach & Trainer, ex-Google, Spotify, Microsoft )

In this conversation, Tanja Lau and Nesrine Changuel explore the concept of customer delight, emphasizing the importance of emotional connections in product experiences. They discuss how delight can be created even in seemingly boring products, the significance of understanding and measuring delight, and the business case for investing in delightful features. Nesrine spent 12 years of her product management career embedding Delight into tech products. At Spotify, she consistently wove emotional features alongside functional ones, managing to introduce engaging experiences within a fast-paced and highly competitive backlog. At Google Meet, Nesrine served as the Delight PM, where her mission was to bring fun and joy to video calls. Across these two unique environments, she has introduced Delight under various constraints, and is excited to share these experiences with you.ABOUT OUR GUESTNesrine is a passionate and experienced product coach, advisor, and professional speaker.  For over a decade she held senior product management roles at Google, Spotify, and Microsoft. Nesrine managed highly visible consumer products including Chrome, Meet, Spotify, and Skype. Nesrine is also a speaker and lecturer who has addressed multiple product management topics at multiple events. Nesrine holds a Master's degree in electrical engineering and a PhD in media processing and Telecommunication.Nesrine is based in Paris.SHOWNOTESFind Nesrine on Linkedin or via her Substack: https://nesrinechanguel.substack.com/Learn more about her book: https://www.nesrine-changuel.com/product-delight-book Study mentioned in the episode:https://www.mckinsey.com/capabilities/growth-marketing-and-sales/our-insights/fueling-growth-through-moments-of-customer-delightRECIPEAs always, we are serving the episode with a delicious recipe you can cook while listening to the conversation. Nesrine is sharing how to cook the Tunisian dish Kafteji in a healthy way: https://carthagemagazine.com/healthy-version-kafteji/Enjoy and see you for the next episode!