Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Inbound 211

Inbound Outbound Customer Experience Reporting Tools 211

Mind the Product

DECEMBER 26, 2019

Consumer security at PasswordBox. Between 2002 and 2006, cybersecurity technologies for networks were now entering into a period of maturity. When launching a new product, knowing that customers have a need for a solution you offer is only part of the process. Consumer Security at PasswordBox.

User Testing 95

User Testing Customer Experience Marketing Research Software 95

Product Management Unpacked

AUGUST 8, 2018

When I joined a company in 2006 to run product management (as a CMO), the VP of sales would meet with the product managers every Monday morning to make new feature requests per what sales had sold the week before. I see product management reduced to a gopher for development and a clean-up function. It’s basically powerless. Any objections?

User Testing 101

User Testing Product Management Product Manager Reporting Tools 101

Intercom, Inc.

OCTOBER 29, 2020

Here are a few quick takeaways: Focus on your customers. Don’t just listen to what they say – watch what they do, understand their world and their challenges, and consider how your product integrates and fits in with everything else happening in their lives. Make it easy for customers to talk to you, and vice versa.

Feedback Software 209

Feedback Software Research Software User Testing Reporting Tools 209

Mixpanel

SEPTEMBER 11, 2019

In 2006, Facebook rolled out its News Feed feature–and boy, did people hate it. The uproar among the website’s (then) small user base of 12M was big enough to draw headlines. When you conduct any sort of research, you’ll typically draw on a combination of data and experience (yours and that of your peers). What happened?

Data Visualization 95

Data Visualization User Testing Product Research Analytic Tools 95

UX Planet

JANUARY 16, 2024

SELECT Branding Process by Shakuro Mistake #1: Neglecting market research Market research is the North Star of branding. This belief makes you disregard market research because you feel you already know everything customers want. Lack of research skills: Conducting effective research requires specific skills and tools.

Branding 98

Branding User Testing Product Research Data Visualization 98

ProductPlan

SEPTEMBER 8, 2021

Amazon’s product strategy example has rewritten the book on convenience, easy access, and speed, and in doing so, embedded itself in the daily lives and routines of consumers. Amazon has been a subtle disrupter to spaces, markets, and basic daily life routines — significantly transforming how, where, and when we consume.

Product Strategy 87

Product Strategy User Testing Strategy Technical Review 87