Intercom, Inc.

JULY 1, 2020

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. What is proactive customer support?

User Friction 239

User Friction Outbound Customer Experience Customer Feedback 239

The Product Coalition

NOVEMBER 4, 2020

These are our improv techniques for conducting user interviews, consolidating user pain points to create solutions, humanizing your customers, and working with your team to bring it all home. And if we’re getting into the product world, don’t steamroll your customer!

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The Product Guy

MARCH 4, 2025

You’re gathering customer feedback, hitting your OKRs, and tracking every metric imaginable. Users churn, innovation stalls, and your team feels like theyre running on a never-ending treadmill. Customer feedback drives iteration. Customers needs change faster than you can build. And customers?

Customer Feedback 150

Customer Feedback Product Manager Product Management Feedback Software 150

Product Talk

FEBRUARY 21, 2024

When you start interviewing customers every week, it’s easy to get overwhelmed by how much you are learning. When we use our customer interviews to collect specific stories about past behavior, every conversation can uncover dozens of unmet customer needs, pain points, and desires (AKA opportunities).

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User Friction Customer Experience Customer Feedback Analytic Tools 260

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.

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Customer Feedback Data Visualization User Friction User Testing 262

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

MARCH 12, 2025

You might be tempted to try to guide your customer back to talking about your current outcome, but that doesnt necessarily work. Sometimes this conversation helps you uncover nuance in the customers context that you werent previously aware of. In this post, well share both advice from the community and Teresas take on the topic.

Feedback Software 136

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The Product Guy

FEBRUARY 13, 2020

Firstly, Jeff as a new umbrella brand for all the new services will be providing to our customers; Secondly, a new business line called Beauty Jeff was opening the very first venue in Argentina. For product leaders, that means taking a step back to build a team that can be customer-centric and deliver ongoing innovation to the market.

Product Research 471

Product Research Onboarding KPIs Reporting Tools Feedback Software 471

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.

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User Testing User Friction Customer Experience Product Research 232

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

Product Innovation Educators

FEBRUARY 19, 2024

How do you know that the product you’re developing will actually create value for customers, that they’ll love it, and that they’ll buy it? Summary of some concepts discussed for product managers [6:08] What tools or processes do you use for customer research? It’s our job to fix those problems for the customer.

Research Software 288

Research Software Systems Review User Friction Product Research 288

The Product Guy

SEPTEMBER 12, 2019

The problem with asking people to explain the processes and pain points they have within the B2B space is that, at its most basic, you’re asking someone how they do their job and people are a little too used to talking about this to think about it creatively without prompting. Make discovery memorable. Promote Higher Order Thinking.

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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?

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Product Research Research Software User Testing User Friction 329

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.

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User Testing Reporting Tools Customer Experience User Friction 245

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.

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Data Visualization Product Research Analytic Tools Research Software 316

Userpilot

MARCH 9, 2025

What happens when you build a product or service around what you think potential customers want, only for them to buy something else? For starters, it shows you dont know your customers well enough. But worse than that, it leads to lower revenue, failed products, and plummeting customer loyalty. The short answer: yes.

Research Software 83

Research Software User Testing Analytic Tools Feedback Software 83

Userpilot

DECEMBER 18, 2024

Without effective UX analytics that goes beyond collecting data, you’re losing valuable customers. Unfortunately, the research backs this up, with a staggering 90% of users reporting that they stopped using an app due to poor performance. Basically, anything that ruins the user experience.

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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.

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User Friction Entertainment Product Research Customer Experience 276

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.

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User Friction Customer Experience Customer Feedback Software Review 267

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.

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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

The Product Guy

AUGUST 10, 2017

A blog could aggressively demand shares on social media before people have even had a chance to read through an article. According to Jeff Gothelf , Lean Startup emphasizes making assumptions about your target market, testing them with rapid prototypes, and iterating based on customer feedback. 5 pitfalls and how to fix them.

User Testing 296

User Testing Customer Experience Research Software Customer Feedback 296

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 299

Product Research User Testing Research Software Data Visualization 299

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.

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User Friction Data Visualization Customer Experience User Testing 211

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 289

Research Software Feedback Software Product Research User Testing 289

Userpilot

NOVEMBER 29, 2024

This article will help you decide. Teams can use Fullstory’s session replay to: Identify frustration signals like rage clicks or dead clicks to uncover UX pain points. Track and analyze user journeys to understand how users interact with your web pages or web/mobile apps. Fullstory pricing. The result?

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

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.

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The Product Guy

MAY 21, 2018

The big vision was clearly overwhelming – we wanted to change how customers interact on the site; we wanted to build the brand new structure to support a new type of customers, to build the internal admin functions to facilitate internal efficiency; and we wanted to holistically rethink everything to link all the above components.

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User Friction Customer Experience Vision Technical Review 261

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

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 246

Research Software Feedback Software Product Research Data Visualization 246

UX Planet

JANUARY 10, 2025

Not to worry; this article isnt about your habits but about helping you build positive habits like saving. In an article published by Barclays customers are looking for ways to spend more wisely to offset growing living costs. We all have habits, some good and some bad. Human wants are insatiable. Wow, you made it to the end!

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Feedback Software Research Software User Testing Customer Feedback 98

The Product Guy

SEPTEMBER 12, 2017

Whether you consider your user base in light of market research or user research, both of these kinds of researchers use the patterns they discover to form personas. User personas stand in for users throughout the design of your product. Each one has at least one goal and at least one pain point.

Research Software 273

Research Software User Testing Analytic Tools Product Research 273

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.

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Product Research User Testing Research Software Customer Experience 269

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.

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User Friction Customer Experience User Testing Customer Feedback 140

The Product Guy

MAY 7, 2020

This is my motivation behind writing this article. This article explores multiple aspects of product management. Also, in various organizations which have grown in product maturity, customer base etc., This role also focuses on increasing the retention rate for existing customers.

Technical Review 398

Technical Review Product Manager Product Management Research Software 398

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.

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User Testing Customer Experience Customer Feedback User Friction 202

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.

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