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.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

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. What is customer satisfaction?

Customer Satisfaction 111

Customer Satisfaction Customer Experience User Testing Feedback Software 111

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. Here are some of their takeaways.

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Product Innovation Educators

APRIL 1, 2024

How product managers can design their customer experience journey We all want to create products that customers find valuable and even delightful. How can using the customer experience journey help you make better products? Today the customer experience journey is more important than it ever has been.

Customer Experience 250

Customer Experience User Friction User Testing Automotive 250

Roman Pichler

MARCH 3, 2025

This includes UX designers, developers, and testers, as well as marketers, sales reps, and customer support team members: They design, build, market, sell, and support the products. Consequently, their products had a weak value proposition, offered a poor user experience, and didnt generate the desired business benefits.

Weak Development Team 203

Weak Development Team Product Research Research Software User Testing 203

Intercom, Inc.

AUGUST 13, 2019

Automated customer service isn’t a new concept. But much has changed, both in usability and customer perception. Voice recognition technology has improved, AI solutions can interpret customer feedback, and chatbots have started to answer the questions they receive, not just pass them off to a human.

Data Visualization 279

Data Visualization Customer Experience User Testing Customer Feedback 279

Product Innovation Educators

FEBRUARY 3, 2025

How product managers use Jobs-To-Be-Done to create products customers love Watch on YouTube TLDR In this episode, I explain the Jobs-To-Be-Done (JTBD) framework, a powerful approach to understanding customer needs and developing successful products. ” The responses were revealing.

User Testing 183

User Testing Product Research Research Software Customer Experience 183

Userpilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Product Innovation Educators

FEBRUARY 8, 2021

Secrets for working with customers to create products they will love. This podcast is getting a new name to better reflect our objective here—helping product managers become product masters. That new name is Product Masters Now. I’ll be discussing the application of co-creation between a customer and an organization.

Customer Feedback 346

Customer Feedback Customer Experience Product Management Product Manager 346

Product Talk

NOVEMBER 20, 2024

We’ll also keep updating this list as we hear about more events. Are you looking for the 2024 Product Conferences list? Find it here. 2025 Product Conference List was first posted on November 20, 2024 at 6:00 am. © © 2024 Product Talk. 2025 Product Conference List was first posted on November 20, 2024 at 6:00 am. ©

Product Research 171

Product Research Naming Artificial Inteligence Research Software 171

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

Product Talk

OCTOBER 2, 2024

It sounds simple, but that doesn’t mean it’s easy. – Tweet This While many product teams want to talk to customers every week, they struggle to make this a reality. You’ll hear how Orbital addresses many of their needs and helps the HiveMQ team generate a steady stream of customers to speak with every week.

Feedback Software 246

Feedback Software Customer Experience Data Visualization User Testing 246

Roman Pichler

APRIL 7, 2025

Note that Ive decided not to state the names of the tools I found, partly as the AI landscape is changing rapidly and partly as you should research and select the tools that work best in your context rather than trusting my judgment. [2] 2] Market Research AI-based tools can discover user and customer trends using predictive analytics.

Product Strategy 156

Product Strategy User Testing Data Visualization Strategy 156

Product Innovation Educators

JANUARY 27, 2025

Companies find something that works and gives them a competitive advantage and then tend to stick with it, limiting meaningful innovation over time. Instead, they learned business “on the street” through direct experience, observation, and an innate ability to solve real-world problems.

Research Software 241

Research Software User Testing Data Visualization Customer Experience 241

UX Planet

MARCH 29, 2025

These werent just sessions to gather datathey were moments where people shared deeply personal experiences, trusting us to use their voices to drive meaningful change. User research is meant to start with a simple goal: understand peoples needs, frustrations, and experiences to create better, more human-centered solutions.

User Testing 78

User Testing Research Software Customer Experience Customer Feedback 78

Product Talk

JANUARY 24, 2024

The foundation of continuous discovery is weekly touchpoints with customers. It sounds simple, but what happens if your product is so new that you don’t have any customers yet? What do you do about discovery if your product is so new that you don’t have any customers yet?

Research Software 260

Research Software Feedback Software User Testing Customer Experience 260

The Product Coalition

MARCH 18, 2022

Recently one of the founders of a hot startup asked me, “How do we know if we should add new value props for existing customers or continue to invest in existing ones? It’s not a simple answer, but there are critical data points that will point any founder in the right direction with near certainty every time.

Customer Experience 203

Customer Experience Onboarding KPIs User Testing Customer Feedback 203

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Messaging is rapidly becoming a key channel for customer support.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Intercom, Inc.

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. Very excited.

Customer Experience 223

Customer Experience User Testing Development Team Review Books 223

Product Innovation Educators

MARCH 3, 2025

How AI captures customer needs that human product managers miss Watch on YouTube TLDR In my recent conversation with Carmel Dibner from Applied Marketing Science, we explored how artificial intelligence is transforming Voice of the Customer (VOC) research for product teams.

Research Software 156

Research Software Product Research Artificial Inteligence User Testing 156

Intercom, Inc.

AUGUST 31, 2021

We’re excited to announce that you can now send transactional messages using Intercom, empowering you to send all your customer messages from one easy-to-use platform. These messages can be triggered based on specific customer actions or dates, such as an upcoming subscription renewal or customer birthday. Password reset.

Messaging 218

Messaging User Testing Reporting Tools Feedback Software 218

The Product Coalition

OCTOBER 15, 2024

If you think about it, eBay’s product catalog should basically include any product that was ever created since many items there are vintage and can be sold for a long time after they are no longer available in other places. Now that we got everyone’s buy-in, it was time to make it a reality. It was a massive effort.

Customer Experience 136

Customer Experience Systems Review Roadmap Customer Satisfaction 136

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. What is UX analytics?

Data Visualization 105

Data Visualization Analytic Tools Research Software User Testing 105

The Product Guy

JANUARY 8, 2019

The day we reached 200 daily users was a critical milestone – more a psychological one for me personally than anything else. Local businesses paid us to be on our website, and people told us that it saved them time. We refined the message and added features important for our partners and users. A story of one failure.

Product Research 354

Product Research Customer Experience Weak Development Team Agile 354

UX Planet

JANUARY 22, 2025

Customer Retention Rate (CRR) is a key business performance metric that measures the percentage of customers a company retains over a givenperiod. CRR formula, reference values andexample Customer Retention Rateformula Number of customers at the end of the period : Total number of customers at the end of the measuredperiod.

Analytic Tools 105

Analytic Tools Data Visualization User Testing Customer Feedback 105

Roman Pichler

SEPTEMBER 7, 2021

This can be reassuring for customers and stakeholders, as the individuals believe that they know when their features will be delivered. This makes the product roadmap more susceptible to change and it increases the effort to update it. In addition to goals, the template above contains dates or time frames, names, features, and metrics.

Roadmap 306

Roadmap Weak Development Team Customer Experience User Testing 306

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).

User Friction 260

User Friction Customer Experience Customer Feedback Analytic Tools 260

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

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. As CEO of Gainsight , he has done more than most to popularize the category in the B2B SaaS world, and these efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 The customer is in the driving seat.

Customer Experience 223

Customer Experience B2B Data Visualization Product Research 223

The Product Coalition

OCTOBER 16, 2024

“If you’re not adding things back in at least 10% of the time, you’re clearly not deleting enough.” — Elon Musk There are moments when you hear something so simple yet profound. I’ve always worked double time to save space on the roadmap and simplify things. of users accidentally used this feature once per year. I was pissed.

Roadmap 120

Roadmap Onboarding KPIs User Testing Customer Experience 120

Roman Pichler

NOVEMBER 1, 2022

This can be reassuring for customers and stakeholders. This makes the roadmap harder to understand, and it increases the effort to keep it up to date. It will also limit your ability to experiment and learn, to run sprints and discover the best way to address the user and customer needs and create value for the business.

Roadmap 354

Roadmap Weak Development Team Customer Experience Reporting Tools 354

UX Planet

DECEMBER 23, 2024

Enjoy your brickwall To prevent this, Uber could ask customers to upload a photo of their door ahead oftime. The Tip BaitingDilemma Heres how tip baiting works: customers promise a generous tip upfront to get their orders prioritized. A better approach wouldbe: Show the drivers effort , such as miles driven or time spentwaiting.

Customer Experience 98

Customer Experience UX Naming Article 98

UX Planet

JANUARY 12, 2025

Tips and Insights to Create Intuitive, User-Centered DataTables Data tables provide a structured way to organize and manage information, making it easier to analyze and visualize data effectively. Well-designed tables enable users to access, analyze, and act on critical information quickly and accurately.

Data Visualization 111

Data Visualization User Testing Customer Experience Customer Feedback 111

Userpilot

MARCH 30, 2025

But is your mobile user acquisition strategy strong enough? If you expect users to come naturally just because your product is good, youre already at a disadvantage. Organic, when you attract users through public platforms and owned media marketing. Use referrals to encourage users to refer your app to others.

Research Software 66

Research Software User Testing Customer Experience Customer Feedback 66

The Product Guy

JULY 30, 2020

As described above it is worth investing time and effort to understand for each new project who has a stake and whom to manage closely or others to just to keep informed. Secondly, when should you spend time to identify stakeholders ? Write their names down and than ask yourself, who couldn’t sleep well when this project fails?

CTO Coach 391

CTO Coach Customer Experience Software Review User Testing 391

Piyanka Jain

JANUARY 8, 2025

ai onto its name, like its a shiny golden sticker that will guarantee funding, customers, and success. Customers getcurious. Saving time andmoney.) Delivering personalization: AI can tailor customer experiences in ways that feel magical. Happier, loyal customers.) Investors nod. Better decisions.)

Startups 150

Startups Data Visualization Analytic Tools Artificial Inteligence 150

Product Innovation Educators

JANUARY 25, 2021

As we move into 2021, the name of this podcast is changing to better reflect our objective here—product managers becoming product masters. That new name is Product Masters Now. . He has significant experience managing global organizations to develop and support products and guide the commercialization of products and technologies.

Customer Experience 310

Customer Experience Management Management Naming 310