Product Talk

JANUARY 24, 2024

The foundation of continuous discovery is weekly touchpoints with customers. These touchpoints will allow you to collect stories that help you identify opportunities and build out your opportunity solution tree. It sounds simple, but what happens if your product is so new that you don’t have any customers yet?

Research Software 247

Research Software Feedback Software User Testing Customer Experience 247

Alchemer Mobile

MAY 10, 2022

From adding features to modifying the user interface, the directions you can take your mobile app are endless. With infinite choices and limited bandwidth, how do you decide what to prioritize when it comes to improving your mobile customer experience? Learning more about your customers is the best place to start.

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User Testing Customer Feedback Customer Experience Feedback Software 260

Product Talk

OCTOBER 2, 2024

. – Tweet This While many product teams want to talk to customers every week, they struggle to make this a reality. For today’s Tools of the Trade , we caught up with Yury Oleynik , the VP of Product Management at HiveMQ , who has managed to make continuous interviewing a reality on his team.

Feedback Software 233

Feedback Software Customer Experience Data Visualization User Testing 233

Alchemer Mobile

NOVEMBER 21, 2022

Gathering and implementing mobile customer feedback is the best way to truly understand how you can improve your mobile experience, but approaching your feedback strategy can be tougher than it seems. In this post we are talking about all things mobile customer feedback: . How to gather mobile app feedback

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Customer Feedback Feedback Software User Testing Product Research 244

Alchemer Mobile

MAY 18, 2022

The following data and information on Business Services apps is from our 2022 Mobile App Customer Engagement Report. Brands in Business Services had varied experiences in 2021. Below is a short summary of how Business Services apps fared in 2021. Expressed customer emotion. Shifted emotions.

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Data Visualization Reporting Tools Feedback Software User Testing 264

Alchemer Mobile

AUGUST 24, 2021

Even if you are an experienced marketer, it is important to note that app marketing is a totally different ball game, complete with different players and rules. billion smartphone users worldwide (yes, that’s roughly 80 percent of the population!), mobile app marketing is a must. Dedicate the resources your app deserves.

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Analytic Tools Feedback Software Marketing Strategy 290

Alchemer Mobile

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

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User Testing Customer Feedback Feedback Software Product Research 263

Alchemer Mobile

MARCH 26, 2021

When we were writing this post, we did a little research to see what other brands were saying about mobile customer experience. So, we won’t waste your time. Stop talking about customer-centricity; turn it into action. Every company says they’re “customer-centric,” but very few actually are. Sound good?

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User Testing Customer Experience Feedback Software Customer Feedback 257

Alchemer Mobile

FEBRUARY 2, 2021

Unfortunately, “If you build it, they will come” does not hold true when it comes to the mobile app launch. This famous line from Field of Dreams is all too representative of how many app publishers face the ‘inessentiality’ of mobile marketing. They focus all of their time and resources on building a great app.

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Alchemer Mobile

MARCH 31, 2022

The following data and information is from our 2022 Mobile App Customer Engagement Report. Apptentive’s Love Dialog feature is used to gather the data, which starts with a simple “yes” or “no” question: “Do you love our company?” Expressed customer sentiment.

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User Testing Feedback Software Customer Experience Customer Feedback 263

Product Talk

MARCH 13, 2024

Instead, they hand off work from team to team—the back-end engineers design the data model and system architecture, the front-end engineers build the interface elements, the mobile engineers work toward feature parity, etc. Feature parity across desktop and mobile is rarely what customers need or want. and CBC Gem.

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Research Software Weak Development Team Feedback Software User Testing 318

Alchemer Mobile

DECEMBER 9, 2021

“Customer experience” is a ubiquitous phrase. But in a world filled with jargon and buzzwords, let’s get down to what really matters: Understanding how customer experience impacts the bottom line. Customer acquisition. You want to identify customers that adore your brand and want to share that with the world.

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Customer Experience Customer Feedback User Testing B2C 264

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.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Alchemer Mobile

MARCH 13, 2024

Vandegriff recognized for exceptional leadership of technology and teams, positively impacting Alchemer customers LOUISVILLE, COLORADO, March 13, 2024 – Alchemer, a global leader in experience management and enterprise feedback technology, today announced that Brandi Vandegriff has won the Colorado Technology Association’s CIO of the Year Award.

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Feedback Software Research Software CTO Technology 242

Product Talk

MAY 4, 2022

Similarly, the opportunity solution tree can be an incredibly powerful tool for keeping track of your desired outcome , the opportunities you learn about during discovery, the solutions you’re considering for each opportunity, and the experiments you’ll run to assess your ideas. Tweet This.

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Research Software Feedback Software Product Research Data Visualization 233

Product Talk

FEBRUARY 8, 2023

When it comes to continuous discovery , there’s no such thing as “the perfect tool.” Instead of seeking the best tool out there, it’s much more effective to look for the best tool for your team. Teresa often says, “The best tool is the one that your team will use.” You may want to speak with existing customers or users.

Research Software 200

Research Software Feedback Software Analytic Tools Customer Communications 200

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.

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Customer Experience User Testing Customer Feedback Feedback Software 219

Product Talk

MARCH 6, 2024

There are the ideas your product trio comes up with based on your discovery work, the ideas that come from your customers in the form of specific requests, and the ideas that come from stakeholders within your company like your customer-facing teams or CEO, to name a few. We’re changing up the format this time around.

Feedback Software 246

Feedback Software User Testing Customer Feedback Customer Experience 246

Alchemer Mobile

MAY 19, 2022

The following data and information on Utilities apps is from our 2022 Mobile App Customer Engagement Report. Some companies (like those focused on manufacturing) faced issues across the year due to supply chain disruption, while others (like energy and security) were less volatile as the consumer marketplace leveled.

User Testing 264

User Testing Feedback Software Data Visualization Customer Feedback 264

Alchemer Mobile

DECEMBER 16, 2020

COVID-19 hit finance apps with a one-two punch, and many brands are still adjusting to find their new normal. Between heavy increases in usage as well as staggering drops in economic activity, 2020 was a roller coaster for banks, insurance companies, budgeting apps, and everything in between. Measure and act on customer emotion.

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Finance Feedback Software User Testing Data Visualization 243

Alchemer Mobile

JUNE 16, 2022

At the end of the day, many customers feel that providing feedback is simply too cumbersome, too time-consuming, and too difficult. For mobile app customers, providing mobile feedback tends to involve navigating to a difficult-to-find support center or responding to an email buried in their spam inbox.

Feedback Software 246

Feedback Software User Testing Customer Feedback Product Research 246

Melissa Perri

JANUARY 4, 2020

These are a few of my observations and personal experiences. Not every company has seen all these changes, but by and large I think it's been a positive push forward and I'm proud of where we've come from and where we have gotten to. -- 2014: "I do not need Product Managers, I can run my company myself,I have the strategy."

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User Testing Data Visualization Research Software Feedback Software 386

Alchemer Mobile

NOVEMBER 1, 2024

It goes without saying that today’s consumers spend an incredible amount of time on their smartphones. The numbers behind smartphone and app use, though, are truly mind-blowing. Consider these statistics : Smartphone users access an average of 30 mobile apps in a month, at an average rate of 10 every day. In 2022, 3.8

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Feedback Software Product Research User Testing Customer Experience 182

Alchemer Mobile

FEBRUARY 24, 2022

Delivering customer love starts with listening to your customers. To get a sense of how customers feel about your brand, you must start by tracking customer sentiment. This post covers five ways to track and evaluate customer sentiment. What is customer sentiment and why does it matter? No, not NPS.

User Testing 246

User Testing Feedback Software Customer Feedback Customer Experience 246

Intercom, Inc.

JUNE 2, 2021

But not every problem is created equal, and their solutions shouldn’t be either. Aligning on three things before diving into a solution can help ensure teams spend the right amount of time and energy solving every problem. What outcome does the customer want? . Why do they want it? . Our simple team alignment framework .

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Customer Experience Framework Feedback Software Analytic Tools 251

Intercom, Inc.

APRIL 6, 2022

For fast-growing and enterprise organizations, the ability to personalize customer communication in a way that’s scalable is business critical. In fact, studies show that not only do customers expect great experiences when interacting with companies, they’re willing to pay more for them.

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. At Intercom, we have taken advantage of these technologies relatively early. Our Custom Bots and Resolution Bot already work for thousands of businesses every day. We can’t just build for the good path.

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Artificial Inteligence Customer Communications Research Software Feedback Software 281

Alchemer Mobile

SEPTEMBER 3, 2021

The opportunity to connect with customers has never been greater than when you’re in their pockets. In-app messages help you gather feedback, solve customer problems, and stay on the pulse of customer sentiment in a way other forms of customer messaging cannot. What are in-app messages?

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Feedback Software Messaging Customer Communications User Testing 227

Product Talk

OCTOBER 11, 2023

We’ve chosen this as our target opportunity and have generated three potential solutions: Add social media share buttons that allow people to quickly share the title and URL of the article. Each of these solutions depend on a number of assumptions that need to be true in order for each solution to succeed.

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Feedback Software User Testing Technical Review Product Research 306

Alchemer Mobile

DECEMBER 27, 2022

If you’re not tracking metrics, analyzing them, and tweaking your app accordingly, you’re missing out on potential optimizations that could dramatically improve customer experience. Setting mobile app KPIs (key performance indicators) for revenue, performance, and CX is an important first step toward accomplishing this.

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Feedback Software Research Software User Testing Customer Experience 244

Product Talk

OCTOBER 14, 2020

I’ve had several companies ask me if they should be hiring product managers or product owners. We still see most companies rooted in this model in one way, shape, or form. In a traditional company, a product manager sits in the middle between business stakeholders and the engineering team. Do they need both? Tweet This.

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Feedback Software Product Research Product Manager Product Management 341

Userpilot

OCTOBER 19, 2024

Think of Net Promoter Score (NPS) software as a tool to measure your customers’ feelings about your product, and categorize them based on their level of loyalty (promoters, neutrals, and detractors). The great advantage of these tools is that they streamline the creation, distribution, and analysis of NPS surveys.

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Feedback Software Analytic Tools Data Visualization Research Software 91

Alchemer Mobile

MARCH 24, 2022

While customer acquisition, ratings and reviews, and social proof are externally-visible success indicators of a brand, mobile app retention plays the biggest role in increased customer lifetime value and improved ROI. For the average mobile app, 30-day retention falls between 15-20% ( Appsflyer and Statista , 2021).

User Testing 264

User Testing Feedback Software Customer Feedback Customer Experience 264

Alchemer Mobile

JULY 29, 2021

Customers want to be heard. Product feedback is the ideal way to hear from specific customers and understand their needs before they move to one of your competitors. Proactively gathering feedback allows you to quickly identify and solve their pain points. What is product feedback? What is product feedback?

Feedback Software 246

Feedback Software User Testing Customer Feedback Research Software 246

Alchemer Mobile

NOVEMBER 13, 2024

Introduction to customer satisfaction surveys Customer satisfaction surveys are vital tools for understanding what customers think, feel, and experience. Surveys provide a range of insights, from quick feedback after a purchase to in-depth assessments of brand loyalty. Don’t worry, we’ve got you.

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Customer Satisfaction Product Research Data Visualization Customer Feedback 211

Alchemer Mobile

JULY 13, 2021

What is product experience? Product experience refers to the customer journey that takes place within the product itself, from a person’s first login to their last time using the application. It is a broader, more end-to-end view of user experience, which refers to specific interactions a person has within a product.

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