Intercom, Inc.

NOVEMBER 17, 2021

Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. For the past 25 years, she’s been helping people and businesses draft their own style guides and write better emails, chats, and social media messages to improve both communication and the customer experience. Yes, indeed.

Messaging 118

Messaging Customer Experience Branding Airlines 118

Andrew Chen

FEBRUARY 6, 2024

Dual insights needed This is why I think startups end up needing both: 1) an insight about customers that gives them product/market fit 2) an insight about distribution that creates traction People building products often have an easier time product/market fit because they are building for themselves, or a customer that they already know well.

User Testing 105

User Testing Research Software Feedback Software Startups 105

Pragmatic Marketing

MAY 23, 2017

I’ve seen brands throw millions of marketing dollars at products that ultimately flopped. And that bad marketing or branding could sabotage the success of your products? Breakdowns occur when little thought is given to customer/message fit and how to talk about that product and its brand.

Branding 70

Branding User Testing Marketing Airlines 70

Userpilot

JANUARY 19, 2021

Customer engagement plays a critical role in your company’s growth and depends on your customer experience. As Steve Jobs once said: “ You have to start with customer experience and work your way back toward the technology, not the other way around. ”. What is Customer Engagement? Table of Contents.

Analytic Tools 98

Analytic Tools Feedback Software Research Software Customer Experience 98

The Product Coalition

DECEMBER 28, 2020

Video marketing is one of the most powerful ways to interact with modern customers in the digital space. In 2021, brands can use the power of video marketing to drive audience engagement and increase conversions. Clean is one of many examples of how animation can set a powerful brand image and stick to the customers’ hearts.

Marketing 179

Marketing Advertising Airlines Magazine 179

The Product Coalition

OCTOBER 11, 2021

Virtual concierge helps hospitality brands providing guests with insider information, and this digital concierge does many in-person concierge services during their stay. Using the virtual concierge service, hotels can gain huge benefits regardless of increasing customers loyalty, turnover rates, and ROI.

Airlines 132

Airlines Travel Software Developers Software Development 132

Alchemer Mobile

OCTOBER 11, 2018

Between interfacing with multiple teams, coordinating release schedules, prioritizing customer happiness, driving the mobile product roadmap, and endless other activities, it’s easy to get caught up in the hustle, bustle, and stress that is product management. – Francis Brown, Product Development Manager at Alaska Airlines.

Product Management 225

Product Management Product Manager Airlines Customer Experience 225

Userzoom

MARCH 28, 2018

Headlining the event was Paul Boag , a leader in Digital Strategy and User Experience Design, who brought his manifesto on ‘How to Start a User Experience Revolution’ and inspired our audience to ‘light a fire’ under their efforts to get stakeholders more invested in UX.

Customer Experience 50

Customer Experience User Experience User Testing Research Software 50

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. There are now more ways than ever to help your customers solve their problems. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized.

Customer Experience 164

Customer Experience User Testing Customer Feedback Feedback Software 164

Pragmatic Marketing

FEBRUARY 3, 2020

Editor’s Note: The following is adapted from co-author David Meerman Scott’s upcoming book, Fanocracy: How to Turn Fans into Customers and Customers into Fans. From banks to athletic brands and airlines, companies gather data on us. It released in January 2020. “Life’s too short!”

Artificial Inteligence 91

Artificial Inteligence Data Visualization Customer Experience Airlines 91

Mixpanel

APRIL 13, 2023

Today, we’re launching our new brand. To take things further, we had to evolve our brand and use it as a strategic center for how we make decisions. Each event is an interaction with your product and company, and collectively they can answer almost any question about what is happening and how things have changed over time.

Analytic Tools 88

Analytic Tools Data Visualization Airlines Branding 88

The Accidental Product Manager

JUNE 19, 2023

The car makers who are trying to overcome this poor track record, are counting on these few square inches to help build closer relationships with customers. Alternatively, GM has developed an in-dash system that includes a commerce platform where users can pre-order from Dunkin’ Donuts or Starbucks.

Data Visualization 65

Data Visualization Dashboard Product Management Product Manager 65

ProductPlan

SEPTEMBER 22, 2022

Types of incidents vary – from unplanned customer issues and service interruptions to events that degrade service quality. Some incidents may have a widespread impact on an entire user base (e.g., when a website crashes), while others may impact a handful of users. An issue can cause a huge business impact on several users.

Reporting Tools 52

Reporting Tools Airlines Management Management 52

Userzoom

NOVEMBER 14, 2017

As a UX designer or web developer, you know a website can alter the perception and exposure of a brand, big or small. Ultimately, you goal is to prioritize the exposure, perception, design and support of a brand while adhering to modern styles and trends. There are brands that are more successful and brands that are less so.

Data Visualization 50

Data Visualization User Testing Product Research Customer Feedback 50

Mironov Consulting

AUGUST 15, 2016

As product managers, we worry about market results – not just successfully shipping stuff on time , but growing our product’s revenue, user base and engagement. But not all customers are created equal. Maybe we should fire just those two, and free up scarce resources for dozens of more relevant customers.

User Testing 63

User Testing Customer Experience Reporting Tools Customer Feedback 63

Product Innovation Educators

JUNE 8, 2018

Product-market fit is about finding an area where value is created for a group of customers – a market. It is like dating in the sense that it takes a bit of time and effort to see if the fit is right. Brand innovation tracker update – which brands are at the top and which are at the bottom.

User Testing 48

User Testing Product Marketing Airlines Marketing 48

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. Prospective customers have to be educated. This is episode six of Scale , a brand new podcast series on moving from startup to scale up.

Outbound 112

Outbound Customer Experience Education Airlines 112

Mind the Product

APRIL 5, 2017

But while everyone talked about the ways in which these are going to revolutionize user engagement, it sounded too much like “me too!” I spoke with a chatbot expert and marketer who cares about brand consistency. Create a user-facing experience with a chatbot. ” for my comfort. A Case in Point.

Artificial Inteligence 76

Artificial Inteligence Airlines Customer Experience Startups 76

Product Innovation Educators

NOVEMBER 23, 2020

Dr. Joseph Michelli is a returning guest, having previously brought us insights for creating incredible customer experiences with products and services in episodes 147 and 251. He compiled the timely lessons-learned in a new book, Stronger Through Adversity. Lessons on innovation and product management from the pandemic.

Airlines 70

Airlines Product Management Product Manager Data Visualization 70

The Accidental Product Manager

AUGUST 24, 2020

Right now times are tough for Starbucks just like for everyone else. Companies including big retailers and airlines are making longer-lasting changes as the coronavirus reorients daily life in the U.S. Companies including big retailers and airlines are making longer-lasting changes as the coronavirus reorients daily life in the U.S.

Airlines 65

Airlines Product Management Product Manager Management 65

Intercom, Inc.

DECEMBER 13, 2018

It’s easy to connect the dots between mission and product when you consider the social media behemoth’s more than 2 billion worldwide users. Short on time? I decided with a few of my colleagues at the time to join the Workplace team and to create our own startup within the company, with a lot of support and a lot of assets to leverage.

Feedback Software 151

Feedback Software Data Visualization Customer Experience User Testing 151

DISQO

AUGUST 13, 2019

At Innov8rs in New York , Alpha’s co-founder Thor Ernstsson was joined onstage by Koley Corte, AllianceBernstein’s Senior VP and Global Head of Business Transformation, for a mind-meld on customer-centricity and corporate innovation in today’s fast-paced world. Get customer perspectives early and execute based on their insights, Thor said.

Feedback Software 49

Feedback Software User Testing Weak Development Team User Friction 49

Userpilot

MAY 14, 2024

A customer behavior model reveals the external and intrinsic factors influencing buying decisions. By understanding how your target audience thinks, you can create products, experiences, and marketing materials that resonate with them. Customer behavior models also help them improve user experience and boost customer retention.

Data Visualization 105

Data Visualization User Testing Analytic Tools Customer Experience 105

ProductPlan

DECEMBER 30, 2019

Do you give the product away and try to monetize traffic and users through other channels? Should you offer bargain basement prices to capture as many users as possible? Myth #2: Pricing is a solo effort. Just like product strategy and roadmapping , pricing should be a collaborative effort. This input is invaluable.

Strategy 55

Strategy Customer Experience User Testing Customer Feedback 55

Mind the Product

APRIL 18, 2017

He was the product lead for growth and relevance at Twitter, growing Twitter’s active user base by nearly 10x. Josh was an early employee at LinkedIn and helped establish early models for user growth and launched v1 of LinkedIn Jobs. Caitlin believes in staying focused on holistic user experience when making product decisions.

Research Software 77

Research Software User Testing Customer Experience Workshop 77

DISQO

AUGUST 13, 2019

At Innov8rs in New York , Alpha’s co-founder Thor Ernstsson was joined onstage by Koley Corte, AllianceBernstein’s Senior VP and Global Head of Business Transformation, for a mind-meld on customer-centricity and corporate innovation in today’s fast-paced world. Get customer perspectives early and execute based on their insights, Thor said.

Feedback Software 40

Feedback Software User Testing Weak Development Team Product Research 40

DISQO

AUGUST 13, 2019

At Innov8rs in New York , Alpha’s co-founder Thor Ernstsson was joined onstage by Koley Corte, AllianceBernstein’s Senior VP and Global Head of Business Transformation, for a mind-meld on customer-centricity and corporate innovation in today’s fast-paced world. Get customer perspectives early and execute based on their insights, Thor said.

Feedback Software 40

Feedback Software User Testing Weak Development Team Product Research 40

Alchemer Mobile

NOVEMBER 10, 2022

You might already have a Voice of the Customer (VoC) program in place that you’re looking to improve, or perhaps you’re just trying to get started. But in truth, there’s never been a better time. Now, more than ever, your customers want to be heard. mParticle is the customer data platform for brands leading the CX revolution.

Feedback Software 256

Feedback Software Analytic Tools Reporting Tools Data Visualization 256

freshtrax

AUGUST 20, 2019

ADARA collects data about travelers by partnering with well-known travel brands and then creates a comprehensive view of the traveler: where they come from, where they’re going, with whom, how much they spend, and more. We covered topics such as expansion, localization, company culture, and customer relations.

Travel 53

Travel Data Visualization Seminar Reporting Tools 53

Mind the Product

NOVEMBER 1, 2016

One of the most valuable levers a company has when pricing its products is charging different customers different prices, also known as price segmentation. So instead companies use different statistics and techniques to divide up the customer base and ensure that those willing to pay more actually do. Is price segmentation fair?

Airlines 81

Airlines Management Management Customer Experience 81

Product Innovation Educators

AUGUST 28, 2017

The topic of this episode is crisis management — meaning a crisis that threatens the reputation of a brand or product. He is also a lead Crisis Communication Manager and fondly known by customers and employees as the Professor, in part for his deep thinking as well for teaching part-time at Indiana University.

Airlines 52

Airlines Product Management Product Manager Management 52

nulab

MAY 10, 2019

It also helps you work out that sweet spot between offering your customers great value and bringing in a good profit for those services or products. This is all about offering the lowest possible price for your customers. Once you have that unique product, brand or service though, you can charge a premium. Cost leadership.

Research Software 47

Research Software Differentiation Airlines Outbound 47

Intercom, Inc.

DECEMBER 4, 2019

One of the biggest determining factors of a company’s success is the clarity of its message, and how that clarity comes across in every interaction across the product and brand. Brand Identity: When customers interact with your brand, is your value proposition clear? Three reasons companies get this stuff wrong.

Branding 209

Branding Weak Development Team Technical Review Airlines 209

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Short on time? Today’s guest, Marilyn Suttle , has a few ideas on how to do just that.

Reporting Tools 118

Reporting Tools Research Software Technical Review Product Research 118

Intercom, Inc.

NOVEMBER 25, 2021

For Dan Gingiss , at least, investing in your defense – the customer experience – is the smartest move you can make. He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover.

Customer Experience 206

Customer Experience User Friction Branding Books 206

Modus Create

MARCH 14, 2023

A question that spawns a new answer every time it’s asked. It’s not a one-time project with a finish line but a strategic capability that helps teams evolve in a way that best suits their interests. AVP cut marketing costs for Audi by 30% and reduced its time to market from weeks to hours. What is digital transformation?

Analytic Tools 98

Analytic Tools Reporting Tools Data Visualization Technical Review 98

Userpilot

MARCH 14, 2023

Is UserGuiding the better choice for creating interactive user guides or Spekit? Or is there a better user onboarding software that’ll get the job done seamlessly? TL;DR Interactive user guides use a combination of UI patterns that educate customers on how to use the product better. Userpilot is what you need!

Analytic Tools 52

Analytic Tools Feedback Software User Testing Data Visualization 52