Mind the Product

MARCH 14, 2019

Illustrations can Reduce User Frustration by Humanising Your Product. When a product is in its infancy, errors happen and frustrations can rise quickly when there is no friendly human present. Introducing humanising touches to your product can diffuse user frustration in a similar way. What do you remember about TunnelBear?

Customer Satisfaction 185

Customer Satisfaction User Testing Banking Customer Experience 185

Usersnap

SEPTEMBER 21, 2021

A customer satisfaction survey is a lynchpin to developing a loyal, returning, and referring customer base. This article details everything you need to know about the ins and outs of successful customer satisfaction surveys. Conduct More Customer Satisfaction Surveys What Are Customer Experience Surveys?

Customer Satisfaction 94

Customer Satisfaction User Testing Feedback Software Product Research 94

UX Planet

MAY 29, 2024

This room-based filter in particular offer several benefits on multiple levels, for example, User experience: By introducing room-based filter, it improves user’s navigating experience by ensuring users are presented with items that are relevant to their current context.

Information 98

Information Branding Positioning Research Software 98

Intercom, Inc.

JUNE 22, 2022

Increasing automated resolution rates and self-serve capabilities guarantees a faster, more seamless customer experience – lower time-to-resolution translates to a higher customer satisfaction rate. Boost self-serve rates for a more seamless customer experience. Custom Actions. customers updating contact details).

Customer Experience 218

Customer Experience Inbound Data Visualization Customer Satisfaction 218

Userpilot

AUGUST 28, 2023

Wondering how to create a consistent brand experience to make a lasting impression of familiarity and trust? In a saturated SaaS world with tons of alternatives, a consistent brand experience can make you a recognizable brand. Maintaining core brand elements across various platforms to offer a familiar brand image.

Branding 98

Branding Customer Experience Feedback Software Data Visualization 98

UX Planet

DECEMBER 6, 2024

Automation is also streamlining many routine design tasks, allowing designers to prototype and analyze user research muchfaster. Finally, personalization has reached a new level, with AI helping brands deliver more customized content and anticipate user needs in real time.

Feedback Software 88

Feedback Software Research Software Analytic Tools Data Visualization 88

Product Innovation Educators

MARCH 3, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Research Software 156

Research Software Product Research Artificial Inteligence User Testing 156

UX Planet

FEBRUARY 5, 2025

Transforming Rumi Cosmetiques: A Success Story in eCommerce Conversion and User Experience In the bustling, competitive world of eCommerce, standing out is crucial, but converting those eye-catching moments into actual sales is the real magic. Enter Rumi Cosmetiques , a brand that aced the eCommerce game by doing precisely this.

Customer Experience 97

Customer Experience User Testing User Experience Data Visualization 97

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service.

Reporting Tools 222

Reporting Tools Technical Review Data Visualization Research Software 222

Intercom, Inc.

MARCH 14, 2019

These days, progressive, modern marketers like you and me are always hearing about customer centric marketing. We know that it’s customers, not brands, who hold the power. What follows are examples of how Leela has implemented specific tactics to ingrain a customer-centric mindset successfully across the whole organization.

Product Research 178

Product Research User Testing Customer Feedback User Friction 178

Intercom, Inc.

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Obviously, the more positive these customer experiences are, the more likely you are to capture customers’ hearts and minds.

Customer Experience 138

Customer Experience User Friction Data Visualization Customer Satisfaction 138

Userpilot

JULY 8, 2024

And shows you how to optimize them for better conversions and higher customer satisfaction. TL;DR Customer journey touchpoints are moments or points of contact where customers interact with the product or brand. To identify the key touchpoints, first research customer expectations and needs. Let’s dive in.

Analytic Tools 105

Analytic Tools Feedback Software Research Software User Testing 105

Userpilot

AUGUST 23, 2023

TL;DR Customer experience design optimizes interactions between a brand and its customers to foster satisfaction and loyalty. CX design focuses on all interactions on the whole customer journey. UX design focuses on user interactions with a product or feature.

Customer Experience 96

Customer Experience User Testing Customer Feedback Feedback Software 96

Userpilot

MAY 21, 2024

Read this article to discover 17 UX design principles to drive customer satisfaction and loyalty. TL;DR UX design identifies user needs, wants, and pain points and creates engaging products that enable them to achieve their goals. By following the principles, you can increase customer satisfaction, loyalty, and retention.

Data Visualization 105

Data Visualization User Testing Customer Experience User Experience 105

Userpilot

NOVEMBER 16, 2022

It helps you understand the drivers of customer behavior , have a better understanding of customer requirements , and identify frictions points and areas of improvement. To capture customer data from different sources, you can use key customer touchpoints , track customer interactions, and use heatmaps.

Data Visualization 98

Data Visualization Customer Experience Analytic Tools Feedback Software 98

UX Planet

MAY 10, 2024

The recent pandemic has sped up this shift, compelling brands to rethink their marketing strategies. By seamlessly merging physical and digital channels, customers can easily transition between the two while experiencing a consistent brand image.

Analytic Tools 98

Analytic Tools Research Software Feedback Software Data Visualization 98

Userpilot

DECEMBER 20, 2022

A marketing funnel is a visualization of a customer’s journey with your business, from acquiring them to turning them into loyal brand advocates. A marketing funnel helps you understand your customers in-depth and develop effective marketing strategies. This stage is thus about brand building. Awareness stage.

Feedback Software 98

Feedback Software Analytic Tools Customer Experience Customer Satisfaction 98

Userpilot

FEBRUARY 25, 2024

Looking for an effective customer satisfaction tool and wondering if GainsightPX is the best option for your SaaS company? In this article, we’ll delve into precisely that – helping you determine whether GainsightPX is the ideal choice for your customer satisfaction needs. Let’s get started!

Data Visualization 52

Data Visualization Customer Satisfaction Embedded Analytics Analytic Tools 52

UX Planet

SEPTEMBER 22, 2024

As designers, whether in content or UX, it’s our job to capture attention quickly and ensure the site structure is intuitive, aligns with your brand and effectively tells your story. Why site architecture matters When designing a website, it’s easy to focus on visuals, content, and branding.

User Testing 111

User Testing Data Visualization Customer Feedback Customer Experience 111

UX Planet

FEBRUARY 6, 2025

The routine nature of digital banking, including boring interface design, complex language, confusing navigation, hidden fees and formal attitude, can feel tedious and uninspiring, further reducing the desire for meaningful interactions with financial brands. Wheres the brand identity?

Banking 76

Banking Data Visualization Feedback Software Customer Experience 76

Alchemer Mobile

MARCH 18, 2021

Brands shifted focus to improving long-term retention. Simply giving customers the choice to opt into or out of surveys resulted in survey response rates of 60%. Brands only lost an average of 4% of consumers in this group thanks to precise segmenting and proactive, personalized outreach. So bear with my enthusiasm.

User Testing 173

User Testing Webinar Data Visualization Feedback Software 173

Intercom, Inc.

AUGUST 18, 2021

. “First developed in 2001 by Fred Reichheld, NPS quickly became a key metric in all sorts of industries, an agreed measure of customer loyalty” First developed in 2001 by management consultant Fred Reichheld, NPS quickly became a key metric in all sorts of industries, an agreed measure of customer loyalty.

Product Research 232

Product Research Data Visualization Customer Feedback User Testing 232

Intercom, Inc.

MAY 15, 2018

In a business climate where customer support is often considered a cost center, we’ve seen firsthand that investing in real-time support actually drives revenue and customer satisfaction. This didn’t exactly fit the “new customer” group; they’d already found success with Intercom.

Customer Experience 193

Customer Experience Feedback Software User Testing Customer Feedback 193

Alchemer Mobile

OCTOBER 19, 2023

Compare Results Across Multiple Surveys Within a Single Report The cross-survey reporting capability enables you to analyze and present a holistic view of your customer feedback across touch points by combining reports from multiple surveys into a single report view.

Data Visualization 130

Data Visualization Product Research Customer Feedback User Testing 130

Userpilot

DECEMBER 6, 2022

Most probably you already know how important it is for a brand to offer superior experiences, but how exactly can you measure customer experience? Something as abstract as customer experience cannot be measured directly. Reward loyal users and make them brand advocates. What is customer experience?

Customer Experience 98

Customer Experience User Testing Customer Feedback Data Visualization 98

Userpilot

AUGUST 5, 2023

TL;DR Net Promoter Score (NPS) assesses customer satisfaction and loyalty by measuring how likely your customers are to recommend your products to others. You can identify NPS passives by: Triggering in-app NPS surveys at important touchpoints to gather valuable customer feedback and discover passive customers.

Data Visualization 98

Data Visualization Product Research Feedback Software Analytic Tools 98

Product Innovation Educators

MARCH 4, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Artificial Inteligence 235

Artificial Inteligence Research Software Product Research User Testing 235

Alchemer Mobile

MAY 12, 2020

If in this situation, customers frequently share that they had issues with adding/ updating payment methods, reloading gift cards, discrepancies in mobile app balance, or processing payments, then brands should take efforts to streamline their digital payment processing. Thank customers who report bugs, feature requests, and more.

Feedback Software 147

Feedback Software Reporting Tools User Testing Customer Experience 147

Userpilot

AUGUST 22, 2024

Best practices for digital onboarding in financial services include creating omnichannel experiences , using interactive walkthroughs , gamifying the customer experience, and regularly measuring customer satisfaction through surveys and interviews. For example, Jumio and Onfido allow you to verify your customer ID online, ID.me

Reporting Tools 111

Reporting Tools Data Visualization Onboarding KPIs Analytic Tools 111

Userpilot

SEPTEMBER 15, 2022

We’ll also go over some of the best strategies to boost customer satisfaction and make customers happy. Customer happiness dictates user loyalty based on how happy they are with your team or product. Customer happiness is about exceeding expectations while customer satisfaction is about meeting them.

Feedback Software 95

Feedback Software Analytic Tools Customer Feedback User Testing 95

Userpilot

MARCH 23, 2025

Growth opportunities: If certain features in your app show high engagement, its a sign that users find them valuable. This presents an opportunity to boost retention using those features by refining, expanding, or optimizing them. MAU: Unique users active in a month. That’s where NPS and user sentiment come in.

Onboarding KPIs 52

Onboarding KPIs Analytic Tools Feedback Software Data Visualization 52

The Product Coalition

FEBRUARY 15, 2024

Automating content generation for product descriptions, advertisement copy, and social media posts ensures a consistent and engaging brand presence. Moreover, through customer data analysis, Generative AI crafts personalized recommendations, increasing sales and heightened customer satisfaction.

Generative AI 127

Generative AI Data Visualization Reporting Tools Research Software 127

Userpilot

APRIL 3, 2024

A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support. Jira’s resource center.

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Userpilot

DECEMBER 7, 2023

Both are important for affecting your customers, but what exactly are they, and how do they differ? TL;DR CEM focuses on the entire user journey with a brand, addressing needs and expectations at all touchpoints. Different objectives CRM and CEM have distinct goals crucial for business growth and customer satisfaction.

Customer Experience 105

Customer Experience Feedback Software Analytic Tools Customer Feedback 105

Userpilot

SEPTEMBER 7, 2023

TL;DR Analyzing customer data helps you offer personalized experiences, increase customer satisfaction and loyalty, and improve decision-making. Increase customer loyalty: The insights let you discover customer loyalty drivers, such as where users spend the most time and what brings them value.

Data Visualization 105

Data Visualization Customer Feedback Analytic Tools User Testing 105

Userpilot

MAY 30, 2024

Looking to track and improve customer sentiment for your brand? This article provides a detailed guide, covering: What is customer sentiment, and why does it matter for your bottom line? Proven methods to collect valuable customer feedback , from surveys to social media monitoring. Customer sentiment analysis.

Analytic Tools 105

Analytic Tools Feedback Software Data Visualization Research Software 105

Intercom, Inc.

OCTOBER 1, 2022

Plus, they build trust by demonstrating the breadth of a brand’s knowledge to its customers and prospects. More and more, brands are relying on customer self-service methods to cut costs, increase the efficiency of their live agents, and improve the overall customer experience.

Data Visualization 104

Data Visualization Customer Experience User Testing Research Software 104