Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

Product Talk

JUNE 15, 2022

Regular touch points with customers are a pillar of continuous discovery. If you’re not regularly talking directly with your customers, you increase your risk of building a product that no one wants or needs. Regular touch points with customers are a pillar of continuous discovery. Tweet This. Tweet This.

Customer Feedback 246

Customer Feedback Data Visualization User Friction Product Research 246

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. The future of support is here.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

JULY 29, 2024

Understanding how to identify customer pain points and struggles is the cornerstone of creating a painless customer experience and a loyal customer base. The reason is simple – struggling customers hold the key to sustained product growth. There are different types of pain points.

User Friction 68

User Friction Feedback Software Analytic Tools Data Visualization 68

Product Talk

JULY 3, 2024

When we interview customers , our goal is to learn as much as we can about their context. This will help us understand their specific needs, pain points, and desires (otherwise known as opportunities) which will inform our product decisions. ‘Atypical’ is not necessarily a bad thing when it comes to customer stories.

User Testing 216

User Testing User Friction Customer Experience Product Research 216

Product Talk

DECEMBER 6, 2023

Opportunity solution trees help product teams chart the best path to their desired outcome. – Tweet This In this article, we’ll cover what an opportunity solution tree is, the benefits of using one, how to create one, and so much more. You can read this article from beginning to end or you can use the links below to jump to any question.

Data Visualization 311

Data Visualization Product Research Analytic Tools Research Software 311

Product Talk

AUGUST 18, 2021

This article will cover the ins and outs of product discovery. Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout that process. What is it?

Product Research 321

Product Research Research Software User Testing User Friction 321

Product Talk

DECEMBER 7, 2022

Customer interviewing is one of the most valuable activities a product team can do. It’s simply the easiest, most sustainable way of learning about your customers and what they need. Customer interviewing is one of the most valuable activities a product team can do. What doesn’t count as a customer interview? Tweet This.

User Testing 232

User Testing Reporting Tools Customer Experience User Friction 232

Product Talk

JUNE 2, 2021

It starts with focusing on the customer. The team isn’t likely to reconcile their personal preferences about what they should build, but they can find alignment by developing a shared understanding of what their customers need and want. They need to test their understanding by interviewing customers together.

User Friction 265

User Friction Entertainment Product Research Customer Experience 265

Product Talk

OCTOBER 6, 2021

Recently, Hope Gurion walked through three scenarios where she argued teams might benefit from including customer segments on their opportunity solution trees. In this article, I’ll revisit each of those scenarios and provide an alternative point of view. Scenario 1: Uncovering Potential Customers. I couldn’t agree more.

User Friction 251

User Friction Customer Experience Customer Feedback Software Review 251

Product Talk

JUNE 19, 2024

But when we use generative AI to replace customer interviews , to generate opportunity solution trees , or to do our thinking for us, we fundamentally misunderstand the purpose of discovery. My advice in this article may not stand the test of time. Discovering unmet customer needs, pain points, and desires—AKA opportunities.

Generative AI 290

Generative AI Product Research Feedback Software Analytic Tools 290

Intercom, Inc.

APRIL 26, 2022

Yes, product and pricing are still important ingredients – but, a great customer experience is the secret sauce (chef’s kiss). Here are 5 ways e-commerce companies can improve their customer experience: Act on customer feedback. Maintain an omnichannel customer experience. Prioritize meaningful customer engagement.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

Intercom, Inc.

OCTOBER 21, 2020

The feelings customers take away from an experience with your company are far more important than any “response time” metric. This applies not only to conversations a customer may have with your sales or support teams, but even when they’re not talking to you at all – such as when they’re on your help center , searching for answers.

User Friction 211

User Friction Data Visualization Customer Experience User Testing 211

Product Talk

APRIL 8, 2020

For this post, we spoke with a product team from Simply Business about some of the major lessons they’ve learned since adopting continuous discovery habits like interviewing their customers, questioning their assumptions , and using the opportunity solution tree to guide their work. How do we know when a pain point is worth pursuing?

Product Research 286

Product Research User Testing Research Software Data Visualization 286

Product Talk

APRIL 20, 2022

Sally and Jim are equipped with a clear customer segment profile—first-time podcasters—and a clear value proposition—help them grow their podcast audience. Sally and Jim might set the following directional outcome: increase the average audience size for our podcast customers. Sally and Jim don’t have any customers.

Product Research 281

Product Research Startups User Testing User Friction 281

Product Talk

NOVEMBER 22, 2023

These are the customer needs, pain points, and desires that, if addressed, will drive your desired outcome. This is how we’ll evaluate which solutions will help us best create customer value in a way that drives business value. Below the opportunity space is the solution space. But this isn’t Agile. Nor is it continuous.

Research Software 280

Research Software Feedback Software Product Research User Testing 280

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Why proactive support is your first line of defense.

Data Visualization 201

Data Visualization User Friction Onboarding KPIs Outbound 201

Product Talk

APRIL 3, 2024

Customer interviews are one of the most impactful activities a product team can do. Customer interviews are one of the most impactful activities a product team can do. Tweet This An early customer interviewing mistake is to spend your interview time exploring your solution ideas. But only if we use the right methods.

User Testing 194

User Testing Customer Experience Customer Feedback User Friction 194

Product Talk

MAY 4, 2022

He also works with design and leadership on the medium-term strategic space, helping decide and define future initiatives that will unlock value for their customers and prospects. This can create a false sense of familiarity, so Steve says they need to be intentional to avoid making assumptions about their users. Tweet This.

Research Software 231

Research Software Feedback Software Product Research Data Visualization 231

Product Talk

JUNE 5, 2024

Tweet This In this article, we’ll cover what a product trio is, the benefits of working this way, who should be responsible for what in a trio, and much more. You can read this article from beginning to end or you can use the links below to jump to whichever question(s) you’re most curious about. They interview customers together.

Product Research 258

Product Research User Testing Research Software Customer Experience 258

Product Talk

SEPTEMBER 20, 2023

And while opportunity solution trees have become increasingly common among product teams, there’s still plenty of room for customization, both in the way you set up your trees and the tools you use to build them. It felt like 10+ years of experience, from customer development to Jobs Theory all in one actionable package.

Data Visualization 284

Data Visualization Analytic Tools Research Software Product Research 284

Alchemer Mobile

JUNE 14, 2022

An article in the Harvard Business Review introduced Net Promoter Score (NPS) surveys to the business world nearly twenty year ago. NPS surveys changed the way businesses gauge customer experience and are still widely used today. To answer this need, we came up with a better way to gauge customer loyalty and emotion: NPS+. .

Product Research 246

Product Research Feedback Software User Friction Customer Experience 246

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. This is the second in a recurring series of articles looking at how modern support leaders are navigating the support landscape as it continues to evolve.

Customer Experience 179

Customer Experience Feedback Software User Friction Customer Feedback 179

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

Product Talk

OCTOBER 18, 2023

In this article, I’ll cover assumption testing from beginning to end, including: Why should product teams test their assumptions? When we hear about an unmet customer need, pain point, or desire, we often jump to our first solution. Add the option to email the full text of the article to someone. Why do we do this?

Product Research 282

Product Research User Testing Testing Analytic Tools 282

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 121

User Friction Customer Experience User Testing Customer Feedback 121

Product Talk

AUGUST 8, 2018

In the product world, that means our customers and our end-users. We need to understand their needs, pain points, desires, wants, goals, and motivations. Imagine a single person who represents your target user or customer. Ignore everyone who doesn’t match your ideal user or customer.

Product Research 263

Product Research Feedback Software User Testing Research Software 263

Intercom, Inc.

AUGUST 24, 2021

But at these pivotal moments, it’s just as important to prioritize your customer support strategy as it is to plan your product roadmap or your next big marketing campaign. With that in mind, here are three questions to ask when you want your customer support to grow with you – and some best practices to ensure it does.

User Testing 129

User Testing User Friction Customer Experience Customer Feedback 129

Roman Pichler

DECEMBER 7, 2021

Listen to this article: [link]. Fourth, it must not cause any harm to its users, the wider society, and the planet. Such a product is also referred to as a painkiller , as it addresses a problem or pain point. But no matter how a product is classified, it must create value for its users—or it is doomed.

Artificial Inteligence 259

Artificial Inteligence Vision Wireless User Friction 259

Product Talk

NOVEMBER 6, 2024

I made sure to think about both the end customer experience and the tax expert experience,” says Teeba. One thing I really appreciated is the emphasis on thinking about engagement and satisfaction together as there is no point in increasing engagement without increasing or at least maintaining satisfaction at a certain level.”

Product Research 168

Product Research Research Software Feedback Software User Testing 168

The Product Coalition

NOVEMBER 29, 2021

In the previous article, I discussed in detail about Agile Product Life Cycle and its different phases and outcomes that allow an organization to function end to end in an agile product life cycle. The trick is to revisit this customer journey map constantly and make an important artefact for your discovery process.

Data Visualization 166

Data Visualization Feedback Software Agile Product Research 166

Intercom, Inc.

FEBRUARY 16, 2021

Drawing on a wider spectrum of visual artefacts to influence your work means you can render high-fidelity prototypes quicker and gather more accurate user feedback, speeding up each subsequent iteration of your design. Uber , Google , Netflix , Mapbox , and Spotify have written excellent articles about their design process.

User Testing 283

User Testing Feedback Software Research Software Customer Experience 283

Product Talk

FEBRUARY 1, 2023

It helps you keep track of your high-level outcomes , the unmet needs, desires, and pain points (or what I collectively refer to as “ opportunities ”) you’re hearing about from customers, the solutions you’re considering, and sometimes the assumptions you’ve identified and tests you’re running to validate those assumptions.

Product Research 208

Product Research User Friction User Testing Customer Experience 208

The Product Coalition

MARCH 3, 2023

Time to prioritize the whole Customer Journey (CJ). Products that delight customers and fuel growth loops are essential. But with the rise of digital channels, customers interact with businesses in multiple ways that drive the overall experience. It’s about Customer-Led Growth. It’s all the above simultaneously.

Customer Experience 125

Customer Experience Customer Feedback User Testing User Friction 125

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 88

Data Visualization Customer Feedback User Testing Analytic Tools 88

Userpilot

SEPTEMBER 2, 2024

Now, imagine applying this level of understanding and customization to your marketing strategy. A customer-led marketing strategy is about transforming your approach to reflect the same level of personalization. It helps build customer retention and brand loyalty. Prioritize features based on what your customers need.

User Testing 90

User Testing Customer Feedback Customer Experience User Friction 90

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. Are you attracting and engaging the right customers?

User Testing 118

User Testing Customer Feedback User Friction Strategy 118