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.

AUGUST 8, 2019

Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience User Testing Research Software Data Visualization 168

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

Lenny Rachitsky

JULY 25, 2024

Find the transcript at: [link] Some takeaways: Strategy is an integrated set of choices that compels a desired customer action. Even if you see yourself as more operational than strategic, remember that strategy is a skill that anyone can develop over time. Second, could customers essentially flip a coin between you and a competitor?

Feedback Software 69

Feedback Software Airlines Strategy Differentiation 69

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

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 8, 2021

Voice search technology is disrupting markets, for example, people use a smart speaker to search for information on the internet. These voice search technologies can improve customer experiences and business operations. Meanwhile, the Digital Marketing Institute reports about 30% of all hospitality tech is screenless.

Reporting Tools 150

Reporting Tools Data Visualization Research Software Travel 150

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 244

Product Research Onboarding KPIs Feedback Software User Testing 244

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

Agile Velocity

SEPTEMBER 28, 2023

In our fast-paced, ever-changing world, organizations must be able to adapt and, stay customer-centric to thrive. It ensures that businesses remain customer-centric, focusing on meeting customer needs effectively. In one year’s time, they saw measurable bottom-line results : boosting annual revenue by millions of dollars.

Agile 105

Agile Airlines Customer Feedback Finance 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

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

Agile Velocity

MAY 3, 2024

Agile has been shown to shorten time-to-market, increase quality, instill predictability, improve customer satisfaction, and create an overall happier working culture. Business agility encompasses aspects such as product innovation, customer-centricity, cross-functional collaboration, and adaptive strategy execution.

Agile 97

Agile Data Visualization Feedback Software Reporting Tools 97

The Accidental Product Manager

MAY 9, 2022

Airbus has given up the big-plane market and will now focus on smaller planes Image Credit: Joao Carlos Medau. However, the market for that type of aircraft dried up and went away. When this happened Airbus was left with an airplane, but no market for it. This is the challenge that was facing the Airbus product managers.

Airlines 65

Airlines Product Management Product Manager Management 65

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

The Accidental Product Manager

DECEMBER 6, 2021

The chase is on for customers who will order repeatedly. The product managers at these food delivery services are working hard to try to establish their new market while fending off all of the other companies that are doing the same thing that they are. The Problem With Food Delivery Customers. Image Credit: Eric Vondy.

Customer Experience 65

Customer Experience Product Management Product Manager Airlines 65

The Accidental Product Manager

JUNE 26, 2023

firm Boeing and both companies sell hundreds of their large airplanes to airlines around the world. When they introduced it back in 2000, Airbus liked to call their new airplane “the Eighth Wonder Of The World” The plane was an amazing creation, unfortunately it was the wrong plane at the wrong time.

Airlines 65

Airlines Product Management Product Manager Management 65

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. Marketers today recognize how the automation of our world holds tremendous opportunities for their business. It released in January 2020.

Artificial Inteligence 91

Artificial Inteligence Data Visualization Customer Experience Airlines 91

Pragmatic Marketing

MAY 23, 2017

The old adage that good marketing can’t sell a bad product is true. 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? Product/market fit defines the degree to which your product could be successful.

Branding 70

Branding User Testing Marketing Airlines 70

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 88

Airlines User Testing Customer Experience Software Review 88

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. Tweet This. Lisa Orr understands this all too well.

Product Research 226

Product Research User Testing Technical Review Data Visualization 226

Product Innovation Educators

JUNE 8, 2018

Product-market fit case studies. 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. United Airlines, Jeep, and Nine West are not doing so well.

User Testing 48

User Testing Product Marketing Airlines Marketing 48

Mironov Consulting

OCTOBER 19, 2022

 Customers and support teams often identify things that don’t work the way they like… tagged as bugs even if the system is behaving as intended.  Product  Product managers and engineers have long arguments about whether (and how) to fix something that doesn’t excite users.  But

Weak Development Team 129

Weak Development Team Software Review Systems Review Technical Review 129

Intercom, Inc.

JANUARY 12, 2022

That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. Unless you’re looking at the data to understand why your customers are using your products, avoid making decisions based on your expectations of their motivations.

Data Visualization 151

Data Visualization Analytic Tools Research Software Reporting Tools 151

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

Balsamiq

JULY 13, 2018

We recently began doing 1-on-1 video interviews as part of a user research initiative, which we described in a post a few months back called User Research: How to Start Talking to Your Users. Much of the time even an hour doesn't seem like enough to really hear their full story.

User Testing 49

User Testing Customer Feedback Research Software Product Research 49

The Product Coalition

FEBRUARY 12, 2019

4) User + how we will delight them. Here’s my best guess at Southwest Airlines’ strategy circa the 1970s (it has changed little since): (1) Buyer + $ value pool. over-served by major airlines) who want a faster and similarly low-cost alternative. And it takes a long time to park, get through security, and board?—?so

Airlines 60

Airlines Strategy User Friction Analytic Tools 60

Roy Madden

APRIL 4, 2020

Whether you’re new to Feedly or not, you want good, trusted publishers to teach you more about a certain topic, market or industry. It’s easy to lose time in the wormhole of search engines. You’re looking for ground-breaking stories and reports about the airline industry. Search across the web for the topic airlines.

Airlines 62

Airlines Magazine Customer Feedback Events 62

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

Product Innovation Educators

FEBRUARY 12, 2018

One of the skills you need as a product master is customer and market research. It was an episode several listeners really appreciated and I have invited Gerry back to share more of his expert experience with market research. Talking to the wrong customers. Asking customers what they want.

User Testing 48

User Testing Market Research Research Software Product Research 48

Balsamiq

JULY 13, 2018

We recently began doing 1-on-1 video interviews as part of a user research initiative, which we described in a post a few months back called User Research: How to Start Talking to Your Users. Much of the time even an hour doesn't seem like enough to really hear their full story.

User Testing 40

User Testing Customer Feedback Research Software Product Research 40

Amplitude

OCTOBER 9, 2018

In today’s fiercely competitive age of product, efficient growth of engaged, happy users is the Holy Grail of product development. Growth can no longer be an afterthought or solely the responsibility of marketing. Amazon maximizes experiments. Experimenting and learning fast. 4 Building Blocks of Systematic Growth.

Engineering 102

Engineering Reporting Tools Analytic Tools Data Visualization 102

Mind the Product

FEBRUARY 10, 2020

“Take Singapore for example, there’s an issue at the moment as innovators and entrepreneurs are moving to other markets , like the US, where they’re encouraged to innovate. The Singapore government is trying to bring talent back to the local market and coach organisations on how to adopt a more merited-based approach.”.

Wireless 131

Wireless Airlines Workshop Agile 131

Amplitude

JULY 29, 2020

Instead, your product strategy should be a framework centered around providing value to your customers that helps you decide which tactics to explore. At launch, Dave’s product strategy focused on helping customers budget and access money to cover immediate expenses. Market Landscape. Consider Amazon.

Data Visualization 83

Data Visualization User Testing Product Strategy Analytic Tools 83

UX Studio

FEBRUARY 13, 2018

From my observations on different people, as a UX researcher, I try to form an insight to design a better user experience. To track all our research efforts in a consumable way, the basic setup has a kind of archive. Backtracking takes effort. Although the journey goes a bit differently, the analogy seems to match.

Research Software 101

Research Software Reporting Tools User Testing Product Research 101

The Product Guy

JULY 4, 2019

At Hewitt, I was a Business Analyst on the TWA (Trans World Airlines) and Nalco Team. When the stock market would close at a high there would be a 50% increase in calls to request fund transfers. However, on multiple occasions the transaction would error a second time. About Magdaline Derosena.

Research Software 153

Research Software Product Management Product Manager Systems Review 153