Intercom, Inc.

MARCH 10, 2022

With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Proactive engagement.

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Intercom, Inc.

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Intercom, Inc.

FEBRUARY 22, 2019

Artificial intelligence is radically redefining the customer service landscape. From automated emails to visual search , AI allows companies to better support their customers at more touchpoints along their journey. Nowhere is this radical change to the customer experience as apparent as in the new wave of chatbots.

Customer Experience 267

Customer Experience Artificial Inteligence Inbound Banking 267

Intercom, Inc.

FEBRUARY 8, 2018

In his 2017 keynote, “The User Experience of Design Systems” , designer, artist and educator Rune Madsen dissects not just the oft-celebrated rewards of systems, but also the inherent risks that broad ones bring to the table. Short on time? The user experience of design systems.

Feedback Software 191

Feedback Software Customer Experience User Experience User Testing 191

Intercom, Inc.

JUNE 16, 2020

For nearly a century, companies held to the same principles for driving growth: deliver value to stakeholders and employees first, then to customers. Customers, too, expect more and will put their money where their values are. Customers, too, expect more and will put their money where their values are.

Customer Experience 237

Customer Experience User Testing Reporting Tools Customer Feedback 237

Alchemer Mobile

MAY 31, 2022

A mobile survey that is served to your customers at the right place and right time helps you understand who they are, why they use your app, and what improvements they want to see. Understanding and acting on emotion and sentiment are key to any customer experience strategy. Five types of mobile survey questions.

Product Research 243

Product Research User Testing Customer Experience Customer Feedback 243

Alchemer Mobile

OCTOBER 13, 2020

Surveying your mobile customers is a great way to find out more about who they are, what drives them back to your app, how they feel about your app, and what they’d like improved. Every customer has unique preferences, tastes, likes, and dislikes. Intuitively, customer individuality makes perfect sense. We’re all different.

Product Research 246

Product Research User Testing Customer Feedback Customer Experience 246

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

Alchemer Mobile

JUNE 8, 2022

When brands listen to and act on the voice of the customer (often referred to as “VoC”), it can completely revolutionize the way their business operates. Voice of the customer templates. Definition of the voice of the customer (VoC). What do your customers not like? What do your customers want?

Data Visualization 241

Data Visualization Customer Experience Customer Feedback Download 241

Roman Pichler

MAY 13, 2024

Listen to the audio version of this article: [link] Product Strategy and Change Strategy means different things to different people, so let me briefly share my definition. It achieves this by stating the product’s target users and customers, the value proposition, the business goals it should meet, and its standout features.

Customer Experience 277

Customer Experience Product Research Technical Review Data Visualization 277

Roman Pichler

NOVEMBER 2, 2021

A development team does a good job if the following three conditions are fulfilled: First, the group reliably meets the agreed sprint goals and delivers product increments that offer a great user experience and exhibit the desired software quality. At the same time, you are not the boss, and you cannot tell the team members what to do.

Weak Development Team 349

Weak Development Team Development Software Review Technical Review 349

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. These bots help businesses deliver both radical efficiencies and better, faster support experiences.

Artificial Inteligence 281

Artificial Inteligence Customer Communications Research Software Feedback Software 281

Roman Pichler

JANUARY 8, 2019

See the Rewriting Effort as an Opportunity to Innovate. Consequently, rewriting efforts are often focused on replacing like-for-like: The users get the same product dressed up in new technologies. While this approach works, I wastes the opportunity to innovate and create more value for the users and business.

Product Research 221

Product Research Customer Experience User Testing Analytic Tools 221

The Product Coalition

SEPTEMBER 19, 2022

A story about how Sony products established great customer experiences. Not so long ago, on a trip down memory lane, I was reminded about a nifty little tape player and recorder machine, that ruled the late 80s and early 90s, and impacted my electronic device brand preference, becoming a young adolescent! So how did they do it?

Branding 140

Branding Customer Experience Entertainment Definition 140

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. Tweet This So I want to take some time to review why we do discovery. Tweet This So I want to take some time to review why we do discovery.

Generative AI 288

Generative AI Product Research Feedback Software Analytic Tools 288

Intercom, Inc.

APRIL 23, 2019

Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised. Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. What is user onboarding, and why does it matter? while using it.

Onboarding KPIs 199

Onboarding KPIs User Testing Customer Experience Research Software 199

Intercom, Inc.

APRIL 5, 2018

If users don’t stick around, they won’t learn and inevitably won’t share Duolingo with their friends. In her five years there, she helped take Duolingo from 3 million users to more than 200 million. In her five years there, she helped take Duolingo from 3 million users to more than 200 million.

Customer Experience 223

Customer Experience User Testing Customer Feedback Analytic Tools 223

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

Intercom, Inc.

JULY 1, 2019

At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. And that changes a lot: how we think about marketing, how we think about what our product is and how we think about what customer success actually is. You never choose razor blades again.

User Testing 223

User Testing Customer Experience Onboarding KPIs Magazine 223

Andrew Chen

JULY 20, 2020

When I joined Instagram in 2016, the product had over 400 million users, but the growth rate had slowed. Our success was anchored on what I now call The Adjacent User Theory. The Adjacent Users are aware of a product and possibly tried using the it, but are not able to successfully become an engaged user.

User Testing 145

User Testing Customer Experience Customer Feedback Research Software 145

Userpilot

JULY 10, 2024

You’ve probably heard the terms customer engagement and customer experience used interchangeably. The confusion makes sense, too, since the two concepts are similar, with both aiming to build customer loyalty. So, customer engagement vs. customer experience, which one should you prioritize?

Customer Experience 85

Customer Experience User Testing Customer Feedback Data Visualization 85

Alchemer Mobile

JULY 16, 2021

While customer acquisition, ratings and reviews, and social proof are the most externally visible success indicators for your brand, customer retention is an integral part of the health of your organization. Customer retention definition. The importance of customer retention. Let’s dive into it.

Customer Feedback 147

Customer Feedback Customer Experience User Testing Feedback Software 147

Roman Pichler

FEBRUARY 11, 2020

Different people have suggested different definitions for the term software platform. If the teams developing the different apps all created their own user-interface layers, there would be considerable code duplication, added development costs, and increased development time. Be Clear on What a Software Platform Is.

Feedback Software 269

Feedback Software Software Review Technical Review Customer Experience 269

Intercom, Inc.

JULY 29, 2020

Companies work to unlock the story of their brand , to tell the story of their target customers, use data to tell stories about their industry or provide further insights. So it’s no surprise that storytelling has become such a popular part of brand marketing. This trend gets at a central truth: we like hearing stories.

Data Visualization 271

Data Visualization User Testing Branding Customer Feedback 271

Intercom, Inc.

DECEMBER 10, 2019

In some ways, this discussion is more relevant to product teams, and product-led companies, than for growth teams, who are by definition focused on outcomes. It wasn’t enough to efficiently solve customer problems; we needed to be thinking about how we were helping our business to be more successful. Feature-driven projects.

Onboarding KPIs 281

Onboarding KPIs Framework Product Research User Testing 281

Roman Pichler

JUNE 1, 2020

The first one carries the risk of being a feature broker and offering a product that has a weak value proposition, gives rise to a poor user experience, and consists of a loose collection of features. While this definition includes users and customers, I use the term in this article to refer to the internal business stakeholders.

Weak Development Team 321

Weak Development Team Product Research Customer Experience Workshop 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. This knowledge gives teams a competitive advantage that compounds over time. What doesn’t count as a customer interview? Tweet This.

User Testing 228

User Testing Reporting Tools Customer Experience Research Software 228

Roman Pichler

MAY 1, 2019

An ethical product is an offering that does not cause any harm, neither to its users nor the planet. [1] We all have to earn a living and every business needs to find ways to monetise its product, be it by generating revenue directly or indirectly, increasing brand equity, reducing cost, or other means. What is an Ethical Product?

Artificial Inteligence 253

Artificial Inteligence Travel Customer Experience Data Visualization 253

Roman Pichler

MAY 1, 2019

An ethical product is an offering that does not cause any harm, neither to its users nor the planet. [1] We all have to earn a living and every business needs to find ways to monetise its product, be it by generating revenue directly or indirectly, increasing brand equity, reducing cost, or other means. What is an Ethical Product?

Artificial Inteligence 253

Artificial Inteligence Travel Customer Experience Data Visualization 253

The Accidental Product Manager

FEBRUARY 7, 2022

I mean, customers try products, select the ones that they like, and that’s the end of the story, right? New beauty brands have shown up in the market being driven by millennial buyers who buy more cosmetics and skin care than any other demographic. The new brands are connecting with a new generation in a number of new ways.

Branding 123

Branding Product Management Product Manager Reporting Tools 123

Intercom, Inc.

NOVEMBER 7, 2018

How to think about costs in your customer acquisition strategy. Imagine you’re coming up on the busiest season of the year, and you’ve been conducting an experiment with your ads to see which will generate the most revenue. You have three ads in circulation and each ad produced ten customers. Lifetime Value.

Customer Experience 202

Customer Experience User Testing Advertising Finance 202

Intercom, Inc.

NOVEMBER 3, 2022

You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. Natasha Ratanshi-Stein is the founder of Surfboard , a software company that offers scheduling tooling for customer support teams.

Feedback Software 206

Feedback Software Research Software Customer Experience User Testing 206

Intercom, Inc.

AUGUST 21, 2019

Online marketing content has long been dominated by brands creating product descriptions, how-to guides, branded articles, and blog posts to promote their business. It’s completely organic, with users deciding to share their thoughts based on their positive or negative experiences. Peer review sites.

Software Review 172

Software Review Technical Review Reporting Tools Research Software 172

Intercom, Inc.

JULY 15, 2021

With a Master’s degree in human-computer interaction and over two decades of experience in user research and user experience in companies like Oracle, he now leads the design team across all product offerings at IBM. If you’re short on time, here are a few quick takeaways: Good design is good business.

Research Software 245

Research Software Feedback Software Reporting Tools User Testing 245

Intercom, Inc.

JANUARY 16, 2020

But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? Short on time? In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it.

Research Software 249

Research Software Data Visualization User Testing Customer Experience 249

Userpilot

AUGUST 28, 2022

What is customer value and how you can use it to improve the actual value you deliver to your customers and establish brand loyalty? So let’s see what you can do to increase your customer value and retain loyal customers. Here are some tips to help you increase your customer value.

Feedback Software 99

Feedback Software Customer Feedback Customer Experience User Testing 99

Alchemer Mobile

JULY 16, 2019

Consider these scenarios for a moment: Scenario 1 : Supermarket giant, Tesco launches a mobile app for customers. It serves the purpose of a virtual grocery store for customers who are time-pressed to go and shop physically. More importantly, note that they are using various digital platforms to adapt to dynamic times.

Analytic Tools 159

Analytic Tools Research Software Feedback Software Data Visualization 159