Mind the Product

MARCH 14, 2019

Introducing humanising touches to your product can diffuse user frustration in a similar way. Illustrations can Increase Customer Satisfaction. The Kano Model, developed by Noriak Kano in the 1980s, uses a simple grid that compares investment with customer satisfaction, helping us prioritise product development.

Customer Satisfaction 185

Customer Satisfaction User Testing Banking Customer Experience 185

Roman Pichler

DECEMBER 4, 2023

Suppose you find yourself faced with a problem like declining engagement, poor retention, or low customer satisfaction. 6] The validation approach is loosely based on Eric Ries’ book The Lean Startup and discussed in detail in my book Strategize. [7]

Product Research 338

Product Research Product Strategy Strategy Research Software 338

UX Planet

OCTOBER 24, 2024

It includes three key components: Products & Services ( A list of what your business offers that helps customers complete their jobs), Pain Relievers ( How your products or services reduce or eliminate customer pains) and Gain Creators ( How your products or services create benefits and enhance customer satisfaction).

User Testing 105

User Testing Data Visualization Product Research Research Software 105

Intercom, Inc.

AUGUST 5, 2020

For businesses that can still remember their plucky startup days, the odds are your support team is more like Zappos’ than Comcast’s. When customers are far and few between, it makes all the sense in the world to connect with them personally and one-on-one at a nearly real-time pace. It’s a problem we know well.

Customer Experience 204

Customer Experience Customer Satisfaction Positioning Article 204

Intercom, Inc.

APRIL 7, 2020

Healthcare startup accuRx is one of our customers that have seen their support volume go up by 10x. We also use Custom Bots and Task Bots to gather data about our users, so we can more quickly understand who they are and what their issue is likely related to.”. For B2C teams, customer satisfaction is taking a hit.

Customer Experience 217

Customer Experience Reporting Tools Research Software Data Visualization 217

Intercom, Inc.

MAY 18, 2021

To start a startup, to take on incumbents, to disrupt an industry – all of this requires believing that you see things changing. Believing that customers who try it will see better results. It’s no secret in tech that everyone is a big fan of their own work. Self-belief isn’t optional. And you need to tell everyone, all the time.

Research Software 210

Research Software User Testing Customer Feedback Reporting Tools 210

Intercom, Inc.

APRIL 6, 2022

“As Opsgenie joined a 7,000-strong company, the team was committed to ensuring their high support standards and customer experience weren’t compromised as they scaled to engage a customer base of now more than 200,000”. A great experience is something that stays with a customer – and often results in them staying with your company.

Customer Experience 230

Customer Experience User Testing Customer Feedback Customer Communications 230

Mixpanel

NOVEMBER 8, 2022

Today’s rising borrowing costs and dipping public markets are putting a squeeze on startup fundraising. If your startup is vying for an investment when there are fewer dollars to go around, it makes coming up with a compelling product idea and showcasing demand for it with data even more important. Do they need it?”.

Data Visualization 88

Data Visualization Startups Analytic Tools Technical Review 88

UX Planet

SEPTEMBER 16, 2024

For example: Problem : An online business quotation form has a low completion rate and customer satisfaction is low. Measurement: We’ll be confident the hypothesis is supported when user satisfaction reaches 80%. Lean Startup Ok, so this might be new to some digital UX people. 2018) UX for lean startups.

User Testing 98

User Testing Product Research UX Research Software 98

Userpilot

DECEMBER 29, 2024

It only measures promoters, which are loyal customers that are so infatuated with your product that they cant help but talk about it. However, so many companies use it to measure satisfaction. If 100% of your user base is satisfied with your product but only hits a score of 8. How much is Userpilot startup?

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Onboarding KPIs 105

Intercom, Inc.

APRIL 28, 2021

Startups are designed to grow quickly, but high growth rates can generate huge costs as new infrastructure is introduced and scaled to meet demand. This allows us to concentrate resources where they can be most impactful, freeing up other teams to focus on product delivery and customer satisfaction. Centralize governance.

Data Visualization 211

Data Visualization Reporting Tools Government Customer Experience 211

The Product Guy

AUGUST 8, 2024

Customer Success Alignment Product Ops ensures that the product development process is aligned with customer success goals. By closely monitoring customer feedback and usage data, Product Ops helps in identifying opportunities to enhance customer satisfaction and loyalty.

Feedback Software 170

Feedback Software Analytic Tools Data Visualization User Testing 170

UX Planet

MARCH 29, 2025

Enhancing Brand Image: Theres a direct link between user satisfaction and brand perception. When customers appreciate the usability, design, and functionality of your product, they perceive your brand as robust and reliable. Positive associations essentially become synonymous with your brand identity.

Feedback Software 62

Feedback Software UX Weak Development Team Research Software 62

Userpilot

NOVEMBER 5, 2023

If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction. Use in-app surveys to identify customer pain points.

Analytic Tools 104

Analytic Tools Feedback Software Customer Experience User Testing 104

Userpilot

MAY 8, 2024

TL;DR User needs analysis involves different techniques to gain a deeper understanding of users’ goals, motivations, and requirements. User analysis offers several benefits, including improved user satisfaction and retention. It results in improved user satisfaction levels and even helps you win their loyalty.

Customer Feedback 104

Customer Feedback Customer Experience Data Visualization User Testing 104

Product Management Lessons from the Trenches

SEPTEMBER 19, 2018

Reaching enterprise B2B users may require you to expose a message in your app/on your site. These interactions almost always increase the users’ satisfaction with the product/company, but make sure to connect with your account/sales team so no one gets surprised.

User Testing 170

User Testing Customer Experience Customer Feedback Feedback Software 170

Userpilot

JANUARY 11, 2024

For example, financial institutions like Mercury, which offers banking services to startups, need to know which company they will be serving. Mercury requests the company’s name and the user’s role. Surveys measuring user satisfaction provide you with direct feedback.

Onboarding KPIs 105

Onboarding KPIs Customer Experience Feedback Software User Testing 105

Userpilot

AUGUST 20, 2023

The build-measure-learn process is a fundamental part of the lean startup methodology introduced by Eric Ries in his book “The Lean Startup.” Build phase steps Here, the startup creates a business plan that outlines its unique value proposition and customer base.

User Testing 97

User Testing Feedback Software Product Research Research Software 97

The Product Coalition

AUGUST 4, 2023

Companies should monitor other KPIs to ensure a balanced approach to growth and avoid potential pitfalls like neglecting user satisfaction or long-term sustainability. Conclusion: Keep Metrics Aligned With Goals The North Star metric should align with core customer value.

Data Visualization 142

Data Visualization User Testing Customer Satisfaction Customer Experience 142

Userpilot

DECEMBER 10, 2022

In this guide, we’re going to go over the signs that it’s time to start scaling and the tangible steps you need to deliver a great customer service experience that retains users. If you’re ready to take your in-app support to the next level, it’s time to get your free Userpilot demo today !

Feedback Software 98

Feedback Software Customer Experience Customer Feedback Data Visualization 98

Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. The first sign that the thieves were on the move came when Tristan, CEO of a startup accelerator, was contacted by his bank, Monzo , through their app.

User Testing 216

User Testing Reporting Tools Research Software Customer Experience 216

Userpilot

MARCH 21, 2025

Small inefficiencies, whether a slow startup time, unclear navigation, or poor caching, can lead to user drop-off. Use my checklist to identify bottlenecks, improve app performance, and refine the user experience by focusing on relevant keywords that improve discoverability and engagement. Profile startup.

Analytic Tools 59

Analytic Tools Feedback Software Research Software Data Visualization 59

Userpilot

DECEMBER 31, 2024

Analytics reports like paths, funnels, and cohort tables for visualizing user behavior data. Session replays to see how users navigate your product. 15+ survey templates (NPS, CES, user satisfaction surveys, etc.) for collecting user sentiment data. NPS response tagging for analyzing qualitative feedback.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Userpilot

DECEMBER 12, 2023

Increases user loyalty and satisfaction A well-crafted UX roadmap can significantly enhance user satisfaction and brand loyalty. That’s because it prioritizes the team’s effort to address the most pressing user pain points and usability issues. North Star checklist.

Customer Experience 105

Customer Experience Roadmap UX Product Research 105

Userpilot

AUGUST 23, 2022

The end goal of both these disciplines is all about delivering exceptional customer experiences and retaining customers. In this article, we’ll go over the differences between these two functions and how they work together to improve customer satisfaction and drive business growth. Customer success metrics and KPIs.

Customer Experience 97

Customer Experience Customer Feedback Feedback Software User Testing 97

Intercom, Inc.

MAY 30, 2019

“This is a lesson I’ve learned the hard way through a lot of startups I’ve met with – you’re not talking to the people who can’t buy your product” Des: This is a lesson I’ve learned the hard way through a lot of startups I’ve met with – you’re not talking to the people who can’t buy your product.

User Testing 194

User Testing Feedback Software Customer Feedback Data Visualization 194

Userpilot

OCTOBER 30, 2023

To calculate, choose the period you’ll cover, then divide the number of users lost in that period by the number of users at the beginning of the period. Suppose a SaaS startup had 500 customers at the beginning of a quarter, and by the end of the quarter, 50 customers had canceled their subscriptions.

Feedback Software 104

Feedback Software Analytic Tools Customer Experience Customer Feedback 104

Userpilot

APRIL 8, 2021

a high-growth bootstrapped startup – you will know the pain of not always being *able* to make the best design decisions. For example, not running user tests may help launch more features faster, but result in UX issues and lower customer satisfaction later. A startup founder who wished to remain anonymous).

Research Software 98

Research Software Feedback Software UX Weak Development Team 98

Intercom, Inc.

FEBRUARY 12, 2020

But the truth is, as most companies scale, the customer can feel further and further away. Customer empathy is often one of the first things to suffer as companies grow from startup to scale-up. Shorter wait times for customers. Better internal relationships.

Customer Feedback 193

Customer Feedback User Friction User Testing Customer Experience 193

Userpilot

JULY 18, 2023

Similar to the monthly churn rate, calculate your annual churn rate by dividing the total number of customers lost in a year by the number you had at the start of the year. For established SaaS companies, the average churn is between 5% to 7% per year, early-stage startups should expect an average annual churn of 10% to 15%.

User Testing 98

User Testing Feedback Software Customer Experience Customer Feedback 98

People-First Product Leadership

APRIL 15, 2025

A client joined a Series B startup as a senior PM and quickly received feedback that she wasn't being strategic enough. A client's biggest "win" wasn't a new feature, but improved cross-functional communication that sped up delivery and boosted customer satisfaction. How do teams collaborate during strategic shifts?

User Testing 52

User Testing Leadership Customer Experience Product Research 52

Userpilot

APRIL 17, 2024

Qualtrics provides enterprises with advanced survey capabilities and analytics to drive product differentiation and user satisfaction through deep insights. Typeform enhances data collection with interactive, beautifully designed forms that integrate seamlessly into workflows, boosting user engagement. Typeform’s pricing.

Data Visualization 103

Data Visualization Analytic Tools Feedback Software Reporting Tools 103

Userpilot

OCTOBER 5, 2021

I see a lot of companies tracking customer satisfaction as a key result, wanting to achieve above 90% in satisfaction metrics. What will affect your measurements are: Current product growth and maturity – are you in a startup? If a metric is in danger, you can use it to uncover a problem to solve.

Onboarding KPIs 145

Onboarding KPIs Analytic Tools KPI Customer Experience 145

Userpilot

MARCH 17, 2025

In-app guides are part of a self-serve onboarding strategy; they reduce support and customer success costs while increasing customer satisfaction. Users get access to help just when they need it. Cons of Userpilot Considering its price, Userpilot is not suitable for startups with tight budgets. – Aneesh A.

Analytic Tools 52

Analytic Tools Feedback Software Data Visualization User Testing 52

Userpilot

JULY 29, 2024

35% of startups fail because there is no market need. This is because they haven’t conducted any customer research to determine whether the product they are building is actually what customers want. To gather the information needed to avoid this, quantitative data is a valuable tool for all startups.

Data Visualization 105

Data Visualization User Testing Analytic Tools Feedback Software 105

Userpilot

JULY 22, 2024

A well-executed expansion strategy leads to increased sales and market share, improved customer satisfaction , and better competitive advantage. Product expansion offers a range of potential benefits to businesses, including: Improved customer satisfaction : Expanding your product line improves your ability to satisfy customer needs.

Research Software 103

Research Software Feedback Software Analytic Tools User Testing 103

The Product Coalition

DECEMBER 28, 2022

If you are a startup, estimating the cost of software development helps plan your budget better. Startups should define a detailed cost plan for projects when hiring custom software development. Offshore development teams want to create a better user experience by making interactive, intuitive, and user-friendly mobile apps.

Research Software 145

Research Software Web Developers Web Development Development 145