Mind the Product

AUGUST 6, 2024

Learn how focusing on time to value can enhance customer satisfaction and drive business success. Read more » The post Focusing on time to value over time to market: A strategy for developing successful products appeared first on Mind the Product.

Customer Experience 168

Customer Experience Strategy Development Marketing 168

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.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

Userpilot

JULY 10, 2024

Customer experience (CX) is central to product management and the success of your SaaS platform. It can help retain customers and gain loyal brand advocates. And that’s why the customer experience software solutions you choose matter greatly. Userpilot helps you with customer engagement and data management.

Analytic Tools 90

Analytic Tools Feedback Software Data Visualization Research Software 90

Alchemer Mobile

DECEMBER 28, 2021

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.

User Testing 246

User Testing Customer Experience Customer Feedback Feedback Software 246

Intercom, Inc.

DECEMBER 2, 2019

For online businesses, our customers can come from any part of the world and at any time. How do you ensure a great customer experience globally without adding a ton of headcount? Benefits of multilingual customer support. SaaS customers are more loyal to products that provide native language support.

Customer Experience 209

Customer Experience Research Software User Testing Technical Review 209

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Experience 233

Customer Experience User Testing Research Software Reporting Tools 233

Userpilot

OCTOBER 19, 2024

According to the American Customer Satisfaction Index , with an ACSI score of 78.0, overall customer satisfaction in America was the highest it has ever been in Q1 2024. However, while some companies have managed to improve their customer satisfaction levels and benefit from it, many have not.

Customer Satisfaction 93

Customer Satisfaction Customer Experience User Testing Feedback Software 93

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. . Think of CX as each moment of engagement along the customer journey. What is a customer service experience?

Customer Experience 138

Customer Experience User Friction Data Visualization Customer Satisfaction 138

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

Alchemer Mobile

MARCH 8, 2022

“Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer,” Paul Greenberg ( HubSpot ). What is customer engagement? Strong customer engagement means customers interact with the brand in more meaningful ways, further building loyalty.

Customer Feedback 279

Customer Feedback User Testing Customer Experience Data Visualization 279

Intercom, Inc.

JUNE 23, 2020

Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Customer support is undergoing massive, irreversible change.

Customer Communications 245

Customer Communications Customer Experience User Testing Inbound 245

Product Management University

NOVEMBER 3, 2020

Product managers, there’s never going to be a time where customer retention priorities and wallet share growth opportunities have more overlap, i.e., not at odds. The pandemic has forced a lot of businesses to go directly to their customer base for growth as new logos are harder to come by. Think about it.

Customer Experience 246

Customer Experience Customer Satisfaction Workshop Vision 246

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. Companies that automate customer support are nearly 4x more likely to see CSAT improvements. . Understanding the automation opportunity.

User Testing 223

User Testing Customer Experience Research Software Product Research 223

Roman Pichler

DECEMBER 4, 2023

1] It involves understanding and selecting user needs, exploring solutions, and choosing the most appropriate one. The opportunities represent the customer needs that, if addressed, will achieve the desired outcome. The solutions, finally, are the products or product capabilities that help solve the customer needs.

Product Research 320

Product Research Product Strategy Strategy Research Software 320

Intercom, Inc.

MARCH 28, 2022

Second, expectations are rising for consumer-grade experiences. Whether B2C or B2B, all businesses must now deliver digital experiences that are easy to use, delightful, and personal. Not only is this what customers want (and expect), but it also will have a significant impact on revenue for businesses going forward.

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228

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

Intercom, Inc.

JULY 28, 2021

Technology plays a critical role in providing customer support at scale. With the right automation underpinning your tech stack, your support team can be empowered to strike the right balance between personalized support and efficiency – something that’s no longer a “nice-to-have” when customer expectations are at an all-time high.

Reporting Tools 239

Reporting Tools Research Software Inbound Customer Experience 239

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

Alchemer Mobile

SEPTEMBER 10, 2021

Mobile surveys are powerful in understanding sentiment, but only if they’re shown at the right place and time within the app, to the right consumer segment. Surveys are the only qualitative source of info we really have about our customers—they are invaluable. Why you should use mobile surveys. How to create mobile surveys.

User Testing 236

User Testing Feedback Software Product Research Customer Feedback 236

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

JANUARY 11, 2023

Photo by Dylan Gillis on Unsplash Market research and user experience research (UXR) are often confused as being the same thing, but they are actually distinct fields with their own goals and methods. This happened when I started to learn about UXR for the very first time back then in 2020.

User Testing 127

User Testing Product Research Data Visualization Customer Feedback 127

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. Strategy first, technology second.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

Userpilot

SEPTEMBER 2, 2024

This personal touch turns each visit into an experience rather than a transaction. 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.

User Testing 90

User Testing Customer Feedback Customer Experience User Friction 90

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 84

Customer Experience User Testing Customer Feedback Data Visualization 84

Product Talk

SEPTEMBER 15, 2021

As a fellow Product Talk coach, Hope Gurion uses opportunity solution trees with customers on a regular basis. How do you represent different customer segments on an opportunity solution tree? It’s easy to get overwhelmed when interviewing customer after customer. They have different types of customers. Tweet This.

Customer Experience 229

Customer Experience User Testing Product Research Customer Feedback 229

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. Why is it important?

Customer Experience 90

Customer Experience User Testing Research Software Analytic Tools 90

Alchemer Mobile

FEBRUARY 2, 2021

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. It’s marketing. Without marketing, even the best apps struggle when it comes to customer acquisition and discovery.

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. But despite how relevant the topic still is, we’re not just here to talk about the ideal onboarding experience.

Customer Experience 254

Customer Experience Onboarding KPIs User Testing Feedback Software 254

Roman Pichler

SEPTEMBER 13, 2022

There is no point in worrying about the product details and writing user stories if a sound product strategy is missing. Determining the market or market segment—the users and customers who should benefit from the product, for instance, “middle-aged men with unhealthy eating habits who are at risk of developing type-2 diabetes.”

Product Strategy 322

Product Strategy Strategy Vision Product Research 322

Userpilot

MARCH 14, 2024

Looking for customer analytics use cases that can significantly improve your SaaS? This article lists key use cases for SaaS and explains how to implement them to unlock customer satisfaction and product growth. We also cover: Customer analytics categories. The three types of customer analytics and their significance.

Data Visualization 85

Data Visualization Analytic Tools Feedback Software Customer Experience 85

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. Orinna Weaver – Senior Product Marketing Manager. Rati Zvirawa – Product Manager.

Data Visualization 211

Data Visualization Reporting Tools User Testing Customer Feedback 211

Alchemer Mobile

JUNE 4, 2019

If you’ve landed on this article, you most likely already understand the immense value of capturing in-app customer feedback. We’ve compiled a list of the best tools for mobile in-app feedback —from the technical, back-end side to A/B testing to analyzing VOC (voice of customer). Where do you start? What tools do you use? Apptentive.

Feedback Software 240

Feedback Software Analytic Tools Data Visualization User Testing 240

Intercom, Inc.

MAY 6, 2020

Customer Satisfaction Score (CSAT) is by far the most popular customer service quality metric used across all industries and teams of all sizes. Letting your customers be the sole judges of what you do neglects your own values and expectations for your support team’s performance. Why CSAT is not enough.

Data Visualization 231

Data Visualization Customer Feedback Reporting Tools User Testing 231

The Product Coalition

MARCH 3, 2024

Let’s explore how CRM marketing helps to better anticipate customer behavior. Understanding your customers is key, but simply understanding their demographics isn’t enough. Predicting their future behavior allows you to anticipate their needs, personalize their experiences, and ultimately, drive conversions and loyalty.

Data Visualization 115

Data Visualization Analytic Tools Marketing Customer Experience 115

Userpilot

MAY 21, 2024

Functionality is a must when it comes to attracting customers, but it’s user experience that helps you retain them. Wondering how to create an outstanding user experience ? Read this article to discover 17 UX design principles to drive customer satisfaction and loyalty.

Data Visualization 85

Data Visualization User Testing Customer Experience User Experience 85