Alchemer Mobile

SEPTEMBER 27, 2018

Customers have endless options when it comes to choosing new brands and services, which means their expectations are high. Immediacy, personalization, responsiveness, and product quality are a handful of the primary reasons customers will choose to be loyal to one brand over another. Be proactive. Engage at the right moment.

Customer Feedback 203

Customer Feedback User Testing Customer Experience Data Visualization 203

Intercom, Inc.

APRIL 8, 2020

This is a time of great uncertainty, with everyone suddenly having to adjust to social distancing restrictions and widespread industry upheaval. Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. A time for the tried and tested. What information do we need to figure this out?

Software Review 223

Software Review Customer Experience Systems Review Engineering 223

Mind the Product

MARCH 17, 2020

Others have tried, but we’ve yet to find anyone else with her depth of experience (spanning stints as a developer, designer, researcher and product manager), her empathy for both users and stakeholders, her experience as a teacher, and her sense of humour. Has clicking that icon met the user intent of the feature?

Product Research 38

Product Research Research Software Customer Experience Feedback Software 38

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Product Talk

MAY 18, 2022

You might need to get buy-in or support from leadership, you may need to collaborate with user research or data science teams, and you will likely experience some overlap with customer-facing teams like sales, marketing, and customer success. Your sales rep is responsible for renewing revenue from existing customers.

User Testing 247

User Testing Customer Experience Customer Feedback Product Research 247

Roman Pichler

JUNE 4, 2018

Business models also tend to change when companies digitalise their business—customer relationships, pricing models, partner and supplier relationships, cost factors, and other aspects are likely to be affected. This example is representative for many companies in my experience: product roles are often applied ineffectively.

Product Management 246

Product Management Product Manager Weak Development Team Management 246

Intercom, Inc.

JUNE 1, 2018

With the new GDPR regulations having come in to effect on May 25th, everybody was getting inundated with emails, asking you to allow companies to keep in touch with you or telling you that they’ve updated their privacy policy. The ability to stress Intercom to the point of breaking, without customer impact, is the ideal.

User Testing 204

User Testing Customer Experience Testing Messaging 204

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience User Testing Analytic Tools Feedback Software 156

The Product Coalition

MAY 24, 2020

Product Management in the Time of COVID Part II: Roadmapping Best Practices The second article in the series highlights how lean roadmapping helps product managers navigate change. It was a video call in March, and her company was announcing a work-from-home policy for the foreseeable future. What are we going to do next?

Customer Experience 139

Customer Experience Product Management Product Manager Roadmap 139

Intercom, Inc.

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 129

Customer Experience User Testing Customer Feedback Airlines 129

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.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. This is allowing for improved patient experience, increased workflow efficiency, and effective data management. What is HIPAA? However, information security remains a top priority, which is where HIPAA becomes important.

Healthcare 268

Healthcare Data Visualization Reporting Tools Technical Review 268

Mind the Product

AUGUST 16, 2019

A product is building something to ship to customers, a platform is building a place where other builders or creators can build things to ship to customers. They are removed from the end users; customers never even know the products they use interact with these platforms. These are companies like Uber or Airbnb.

Data Visualization 159

Data Visualization Customer Experience Management Management 159

The Product Coalition

OCTOBER 1, 2022

But given the fact that this industry demands different touchpoints for its clients, it is only appropriate for insurance companies to make their services more accessible and in turn, keep track of their customers via mobile apps. The page should have ample space to let users view their details without having to scroll much.

Data Visualization 171

Data Visualization Development Artificial Inteligence Technical Review 171

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

Product Talk

OCTOBER 18, 2023

Are assumption tests the same as experiments? What if you don’t have time to run any assumption tests? When we hear about an unmet customer need, pain point, or desire, we often jump to our first solution. You imagine how fit you’ll be from carrying your aging dog up the four flights of stairs multiple times a day.

Product Research 283

Product Research User Testing Testing Analytic Tools 283

Product Takeoff

MARCH 19, 2019

Every product has a lifecycle of Introduction, growth , maturity and decline.With digital disruption in the market place it is very critical that we design products that stay in the growth phase for a longer period of time. Just six days later , Tesla announced a new policy at supercharger stations across the US designed to correct the issue.

User Testing 207

User Testing Product Research Research Software Feedback Software 207

Intercom, Inc.

MARCH 16, 2020

In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. Onsite interviews with candidates are being conducted over video conference and we will host remote onboarding experiences for our new joiners.

Travel 160

Travel Customer Experience Development 160

Amplitude

DECEMBER 2, 2020

That’s why customer experience, or CX, has become a defining factor of business growth. According to Gartner’s Customer Experience Survey , 73% of buyers claim CX is the #1 factor in loyalty—and loyal customers are five times more likely to purchase again. Data Management: Using Reliable Customer Data.

Customer Experience 93

Customer Experience Data Visualization Analytic Tools Reporting Tools 93

Mind the Product

SEPTEMBER 24, 2019

In this episode of The Product Experience, learn how to apply this ethos to your products, where they go, and your whole way of working. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 121

Product Research Customer Experience Entertainment Consulting 121

Mind the Product

MARCH 12, 2020

Product managers often use skills like strategic thinking, user research, product prioritization / backlog grooming, data analysis, and communication. Most importantly, effective product managers spend time doing product discovery , the process in which new ideas are iterated and validated with actual customers.

Product Research 192

Product Research User Testing Weak Development Team Customer Experience 192

The Product Guy

NOVEMBER 13, 2018

Often, we feel that there is not enough time in a day to get everything done or to handle all of the priorities in front of us. The result is that, over time, we may become stressed and sleep deprived, priorities can slip, and our overall performance may suffer. Not allocating time to focus on larger priorities.

Customer Experience 125

Customer Experience Product Management Product Manager Data Visualization 125

Centercode

FEBRUARY 11, 2021

The pandemic — and the unprecedented uptick in e-commerce that came with it — has changed the way your customers are buying tech, especially hardware products. Winning over your customers first requires an understanding of how changes brought by 2020 affected purchasing habits and behavior. Customers Are Getting More Self-Reliant.

User Testing 98

User Testing Technical Review Customer Experience Product Research 98

Intercom, Inc.

OCTOBER 19, 2022

At Intercom, we believe trust is at the core of every relationship between a business and its customers. We handle the security of your data so that you can focus on acquiring, engaging, and retaining your customers. Access to customer data is limited to authorized employees who require it for their job. Data access.

Data Visualization 138

Data Visualization Reporting Tools User Testing Research Software 138

Userpilot

JULY 4, 2022

Why should you adopt a customer-led growth strategy in your SaaS? Is it possible to increase user engagement by focusing on a customer-led growth strategy and hit the metrics you are hoping for? Specifically, we’ll consider: Three reasons why the customer-led growth approach is the best go-to-market strategy.

Feedback Software 108

Feedback Software Analytic Tools Customer Feedback Customer Experience 108

The Product Coalition

MAY 5, 2022

They make their users’ lives better in some way and they do it better than anyone else. As a Product Manager, I’ve built my career on building tools and experiences that not only make people’s’ lives simpler, but bring them a little joy along the way, too. How much time and effort will it take to build a solution?

User Testing 133

User Testing Feedback Software Research Software Customer Experience 133

The Product Coalition

DECEMBER 23, 2021

Guest post by Mark Mayo, Senior Quality Engineer at Terem Technologies This is the process of writing code and using tools to automate the user interface (UI) testing of front-end components of websites, desktop applications or mobile applications. Quality of software costs time and it costs money. Why do UI Test Automation?

User Testing 156

User Testing Product Research Testing Reporting Tools 156

The Product Coalition

FEBRUARY 3, 2022

High-growth companies have an obsession with customer obsession. have proven that being customer-obsessed can both deliver great shareholder value and create a sustainable market advantage over time. Saying that customer obsession is required for growth is one thing. Are you taking steps to actively engage your customers?

Leadership 127

Leadership Customer Feedback Customer Experience User Testing 127

Userpilot

JUNE 11, 2024

Looking at user journey map examples can help you come up with a visual representation of your customer’s journey. Customer journey mapping research also allows you to identify areas of opportunity in your processes and plan to reduce those friction points. There are four types of customer journey maps: Current-state maps.

User Testing 85

User Testing Customer Experience Customer Feedback Data Visualization 85

Product Management Unpacked

JULY 16, 2020

“I’m obsessed with building successful products — and the key is getting the right information directly from potential buyers and users of the product. My focus is on standardizing the product roles and building a playbook of methods to ensure that every product decision is based on its impact on customers.”.

Product Research 182

Product Research User Testing Research Software Product Management 182

Mind the Product

SEPTEMBER 24, 2019

In this episode of The Product Experience, learn how to apply this ethos to your products, where they go, and your whole way of working. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 109

Product Research Customer Experience Entertainment Consulting 109

The Product Coalition

JANUARY 25, 2024

Chatbots have become integral to various industries, providing real-time assistance, automating tasks, and improving user experiences. Training these transactional chatbots to understand and fulfill user requests effectively is essential. Users ask Siri questions and have conversations with it via a messaging environment.

Artificial Inteligence 134

Artificial Inteligence Reporting Tools Feedback Software Research Software 134

Userpilot

MAY 6, 2024

If you use social networking platforms (and who doesn’t), you already know what a user profile is. This article focuses on user profiles in the SaaS context. You will learn what it is, how it differs from a user persona, what data it may contain, and how to create it for your product using a product analytics tool.

Analytic Tools 84

Analytic Tools Data Visualization Feedback Software Research Software 84

The Product Coalition

FEBRUARY 3, 2022

They want to know how to create a team that works diligently and creatively to serve customers and shareholders better. Working with your human resource partners and hiring managers, invest time in creating a great employee onboarding experience. Give space and time to connect with teams. Repeat it 10 times, if you must!

Technical Review 141

Technical Review Software Review Feedback Software Customer Experience 141

Intercom, Inc.

MAY 4, 2018

All managers deal with retention issues, but in my experience, those who deeply understand their team members’ long-term aspirations have a better chance of anticipating these changes – and influencing their team members’ decisions. Step 1: Schedule recurring, timely discussions. You’re thinking, “How did this happen?

Weak Development Team 223

Weak Development Team User Testing Customer Feedback Customer Experience 223

Product Talk

MARCH 17, 2020

Today, in response to COVID-19 , many companies are instituting mandatory work-from-home policies. We have hundreds of examples of global companies where teams work not just across locations but across time zones that span the globe. Co-located teams spend more time together. Do you need to start your work day at a certain time?

Product Research 278

Product Research Document Customer Experience Reference 278

Userpilot

AUGUST 30, 2023

Want to improve the product experience at every stage of the customer journey? Heat map tools allow you to track user actions on your website or app. You can understand customer pain points, identify friction at different touchpoints, and improve your product accordingly. What are heat map tools?

Data Visualization 81

Data Visualization Analytic Tools Reporting Tools Feedback Software 81