Intercom, Inc.

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 129

Customer Experience User Testing Customer Feedback Airlines 129

Alchemer Mobile

FEBRUARY 18, 2021

Back in May of 2020, we dug into the mobile data to reveal changes in DAU (daily active users) across different industries. If we look at the charts below, you’ll see data from two apps: An airline app and a lodging app. As people begin to travel again, this hunger for personalized experiences will be heightened. Transparency.

Travel 230

Travel Feedback Software User Testing Strategy 230

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

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 Manager 225

Product Manager Product Management Airlines Customer Experience 225

Melissa Perri

OCTOBER 23, 2016

But my experience with United Airline’s customer service this morning completely killed my good mood. The customer service agents considered this my fault, and acted like it wasn’t a big deal. As someone who doesn’t work for an airline, how am I supposed to know that Z class doesn’t exist on Aer Lingus?

User Testing 136

User Testing Customer Experience Customer Feedback Airlines 136

Mironov Consulting

AUGUST 8, 2017

I spend a lot of time sifting through documents, positioning and stories – trying to figure out who we’re talking about. As a product manager, I think it’s my obligation to bring clarity and precision to discussions… so talking generically about customers or users can be exasperating. See personas 4 and 7.” Wasted energy.

User Testing 101

User Testing Customer Experience Analytic Tools Research Software 101

The Product Coalition

JULY 19, 2022

Let’s discuss ways to build strategies for high-value customers and work towards establishing a great product experience Who are high-value customers High-value customers are users who have already subscribed, signed up to your product, or own some of your products if you have many products in your ecosystem.

User Friction 128

User Friction Customer Experience User Testing Customer Feedback 128

Product Talk

FEBRUARY 28, 2024

They didn’t have enough time and felt rushed. They had too much time and struggled to make progress. We hope Kelsey’s story will remind you that your continuous discovery journey is likely to experience some twists and turns along the way, but it’s still worth sticking with it through those tough spots.

Product Research 275

Product Research Onboarding KPIs Feedback Software User Testing 275

Intercom, Inc.

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service.

Reporting Tools 145

Reporting Tools Customer Experience Airlines Technical Review 145

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

Intercom, Inc.

NOVEMBER 18, 2019

Chatbots are rapidly spreading beyond the realm of customer support to drive growth at all stages of the customer lifecycle. We use our own Custom Bot on all the key pages of our site, including our pricing page, demo page, and homepage. Chatbots sped up response times by an average of 4x. Reducing hold times.

User Testing 42

User Testing Banking Product Research B2C 42

Agile Velocity

AUGUST 24, 2020

There have been many times in Southwest Airlines history where times were great. However, there are other times Southwest refers to as “existential moments” where the outcomes were not obvious and the company was forever changed because of it. About Emily Beatty | Strategist @ Southwest Airlines.

Airlines 65

Airlines Agile Customer Experience Leadership 65

Mind the Product

JUNE 25, 2019

You may be limiting your ability to meet customer needs because of an unconscious bias across your organization. According to the New York Times , culture fit was born in the 1980s. For a time, culture fit helped companies to improve their bottom line. It means being inclusive of customer needs and opinions.

User Testing 178

User Testing Weak Development Team Customer Experience Airlines 178

The Accidental Product Manager

JUNE 10, 2019

The reason that this would be such a hard job to have right now is because this airplane has experiences a set of disastrous crashes. This was followed in March when Ethiopian Airlines Flight 302, involving the same Max jet model, also crashed minutes after takeoff, killing all 157 people on board. 189 people died.

Airlines 116

Airlines Software Review Product Manager Product Management 116

The Product Coalition

DECEMBER 8, 2021

These voice search technologies can improve customer experiences and business operations. This voice search setting is a process in which users can search for information on a specific website or a custom app through their voice commands. In the service-oriented industry, customer experiences should be a top priority.

Reporting Tools 153

Reporting Tools Data Visualization Research Software Travel 153

Dear Strategy

MAY 11, 2020

On this episode of Dear Strategy, we analyze an airline story involving a cancelled flight, a premium seat, and a not so premium re-booking experience. It’s fairly well known that flying isn’t always the most customer-centric experience. I facilitate corporate workshops for a living.

Airlines 52

Airlines Strategy Workshop Customer Experience 52

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 97

Analytic Tools Feedback Software Research Software Customer Experience 97

The Product Coalition

DECEMBER 28, 2020

Video marketing is one of the most powerful ways to interact with modern customers in the digital space. Clean is one of many examples of how animation can set a powerful brand image and stick to the customers’ hearts. People love to interact with influencers in almost real-time. There are 360-degree video experiences.

Marketing 179

Marketing Advertising Airlines Magazine 179

Dear Strategy

MAY 23, 2020

On this episode of Dear Strategy, we analyze an airline story involving a cancelled flight, a premium seat, and a not so premium re-booking experience. It’s fairly well known that flying isn’t always the most customer-centric experience. Visit our Blog to read the full post that goes along with this episode.

Airlines 52

Airlines Strategy Workshop Customer Experience 52

Product Talk

SEPTEMBER 1, 2021

Her continuous discovery journey hasn’t just been about interviewing customers or prototyping to test assumptions. Prospects kept asking for a customer-journey-builder feature that Airship didn’t have. They wanted to sell what their customers were asking for. There are multiple layers of customers and consumers.

Product Research 252

Product Research User Testing Technical Review Data Visualization 252

Gainsight

JUNE 17, 2020

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. Peacetime CEO spends time defining the culture. CEOs absolutely need to pivot in challenging times. Is it peace-time?

Customer Experience 107

Customer Experience Reporting Tools Government Airlines 107

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 88

Data Visualization User Testing Analytic Tools Customer Experience 88

Reveal

AUGUST 24, 2022

Banking CRM Crypto Education Finance Healthcare Insurance IT Manufacturing Real Estate Retail Supply chain Telecommunications Security Logistics and delivery Marketing Airlines Hospitality Weather forecast Agriculture SaaS Government Sports. Banking : Deliver great benefits to customers and employees alike.

Data Visualization 98

Data Visualization Embedded Analytics Analytic Tools Telecommunications 98

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

ProductPlan

OCTOBER 1, 2020

Teacher/plumber/airline pilot: So, what do you do? Teacher/plumber/airline pilot: Me too! Teacher/plumber/airline pilot: Someone pays you to own products? In others, the job is more strategic and designed to represent the needs and interests of customers. Learning the market and customers’ needs.

Airlines 109

Airlines User Testing Customer Experience Software Review 109

Intercom, Inc.

JUNE 6, 2019

For instance, many teams build apps on Intercom so users can leverage their workflows and services within our live chat Messenger and messages. Just this week, we announced a new group of apps that users can add to the Intercom Inbox to provide faster and deeper customer interactions. Short on time?

Analytic Tools 190

Analytic Tools Data Visualization Customer Experience Inbound 190

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

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

SEPTEMBER 20, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. Everything about the flights was fine (on-time, cleanliness, quality of service, etc.), They charged me $40 for a carry-on package that I was not aware of at the time I bought the ticket. Maybe this first time he’s upset.

Airlines 70

Airlines Customer Experience Books Blog 70

Pragmatic Marketing

SEPTEMBER 19, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. Everything about the flights was fine (on-time, cleanliness, quality of service, etc.), They charged me $40 for a carry-on package that I was not aware of at the time I bought the ticket. Maybe this first time he’s upset.

Airlines 70

Airlines Customer Experience Books Blog 70

Mind the Product

SEPTEMBER 29, 2017

Not only does this save a lot of time and money, it also results in better end products that people will love. In 2001 Jake was working at Microsoft on the Encarta Encyclopaedia product, and all encyclopaedia content was stored on a CD-ROM – in new and innovative ways for the time. Test with users. The Genesis. In Summary.

Research Software 124

Research Software User Testing Airlines Software Review 124

Intercom, Inc.

JANUARY 9, 2020

While it might be obvious that there’s usually a team of people collaborating on the vision and creation of good design, this truth applies just as much to the end user – there’ll be more than one person on the receiving end. Instead, you have to consider all people, all experiences and, crucially, all privileges.

UX 165

UX Customer Experience Research Software Data Visualization 165

Mironov Consulting

JUNE 28, 2018

Borrowing his math, there are lots of ways to hit a $5M revenue target: $50/year/user * 100,000 users = $5M/year $500/year/user * 10,000 users = $5M/year $5000/year/buyer * 1000 buyer = $5M/year $50,000/year/buyer * 100 buyer = $5M/year $500,000/year /buyer * 10 buyer = $5M/year.

Enterprise 105

Enterprise User Testing Data Visualization Product Research 105

Usersnap

MAY 26, 2020

Schremser’s talk at virtual summit The Journey to Customer-Centric Growth. Collecting customer feedback is the magic that turned our company into a more customer-centric organization. We agilely implemented the feedback for our product and improved the customer journey. Intercom was pretty new at that time.

Feedback Software 98

Feedback Software User Testing Customer Feedback Research Software 98

The Product Guy

JULY 4, 2019

At Hewitt, I was a Business Analyst on the TWA (Trans World Airlines) and Nalco Team. However, on multiple occasions the transaction would error a second time. Needless to say, a process that was supposed to be resolved with a one-day turnaround time was extended by two or three days. About Magdaline Derosena.

Research Software 153

Research Software Product Manager Product Management Systems Review 153

ProductPlan

AUGUST 1, 2019

In a world where advertising-supported products, SaaS products with monthly renewals, and free trials are de rigueur, customers don’t have nearly as much incentive to stick around as they used to. Customer loyalty isn’t built in a day. Customer loyalty is a team effort. Take a moment now and glance at your smartphone.

Customer Experience 76

Customer Experience Onboarding KPIs Analytic Tools Data Visualization 76

Mind the Product

MARCH 5, 2020

The web is superb for acquiring new users and building a brand. Unfortunately, many of the users acquired this way abandon the new app before converting to paying customers. Mobile applications capture almost 90% of people’s time on mobile devices, while the rest of the time is spent browsing the web.

Research Software 134

Research Software Reporting Tools Development Data Visualization 134