Intercom, Inc.

JANUARY 5, 2023

He’s worked to improve the call center experience in the 1990s, becoming Amazon’s first Worldwide Vice-President of Customer Service, and, in the early 2000s, started a CX consulting firm, Driva Solutions, which helps businesses create great experiences to this day. What was the reason why you wanted to write this particular book?

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

Intercom, Inc.

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. Liam: So, I was talking about all of your books and webinars and businesses and the whole shebang. That was in my book, Youtility. I wrote that book, geez, eight or 10 years ago.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

Mind the Product

MAY 23, 2023

Yohay Etsion, a product management executive and coach has recently written a Kindle book called “Leading the Charge: The Blueprint for Building and Managing a High-Performance Product Organization”, which aims to provide an in-depth guide on how to build and operate a successful end-to-end product organization.

Books 142

Books Product Management Product Manager Management 142

Johanna Rothman

APRIL 12, 2024

My podcast this week is from the speaking book. This excerpt is from the speaking book. That's called an experience report, a case study, or a lessons learned report. Regardless of what your conference calls these types of talks, consider the frame of “experience report.”

Vision 52

Vision Consulting Naming Books 52

Product Talk

MAY 17, 2023

You’ve tried sharing the book. But who has time to read a book? I’m posting each day’s video to the following social media accounts: Twitter | LinkedIn | TikTok | YouTube If you don’t want to rely on a social media algorithm to surface each day’s video, I also started a Substack called Product Talk Daily.

Product Research 183

Product Research Feedback Software Article Books 183

The Product Coalition

JUNE 25, 2023

I recently read the book — “Delivering Happiness” by Tony Hsieh a captivating memoir that takes readers on a transformative journey through the rise of Zappos, an online retail giant. And this book answered my question about how one can build resilient customer service which defines your company.

Customer Experience 106

Customer Experience User Testing Customer Feedback Books 106

Intercom, Inc.

SEPTEMBER 15, 2021

The book aims to help companies apply category design to open new markets and create new demand. Kevin has written and co-authored books such as Unscaled: How AI and a New Generation of Upstarts Are Creating the Economy of the Future , The Maverick and His Machine: Thomas Watson Sr. and the Making of IBM , and The Two-Second Advantage.

Technical Review 205

Technical Review User Testing Books Customer Experience 205

Intercom, Inc.

JULY 14, 2020

As an avid reader, I’m often asked by our Customer Success team to recommend books that I’ve found valuable. Below I share the three books that have most meaningfully impacted the way I work with customers and that I’d encourage every customer success manager to check out. 3 must-read customer success books (and a bonus ??).

Books 249

Books Customer Experience Customer Feedback Onboarding KPIs 249

Intercom, Inc.

MARCH 25, 2021

In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. Jeanne calls this customer-centric framework a cycle of virtuous growth: “My approach really pushes people to know who they are, to know their customer’s goals, so they can build it and live it and sustain it.

Customer Experience 181

Customer Experience User Testing Customer Feedback Product Research 181

Roman Pichler

FEBRUARY 19, 2024

For example, I write in my book Strategize : “As the person in charge of the product, you should own the product strategy (…), and you should be empowered to have the final say on strategic decisions.” [5] 4] Marty Cagan calls teams, which lack level-two empowerment, “ feature teams ”. [5]

Product Research 242

Product Research Product Management Product Manager Customer Experience 242

Userpilot

APRIL 21, 2024

From the moment they learn about the product until they complete a desired action, like a demo booking, and beyond. Book the demo to find out more! A conversion path is a sequence of steps the user has to complete to reach a goal, such as signing up for a free trial, booking a demo , or making a purchase. Let’s get to it!

Research Software 93

Research Software Feedback Software User Testing Reporting Tools 93

Product Innovation Educators

MARCH 18, 2024

He is also the author of the book Someday is TODAY , which describes how to move from idea to launched product. My book is focused on medical stuff, but I’m working on a project now using the same framework in my book to develop a new rain gauge. We’re using 3D-printing rapid prototyping. [11:16]

Development 103

Development Customer Feedback Feedback Software Transportation 103

The Product Coalition

JANUARY 25, 2024

While conversational chatbots can handle general inquiries and casual conversations, transactional chatbots are designed to achieve specific objectives, such as booking a hotel room or ordering a pizza. For example, in the query, “Book a flight to Delhi on Friday,” the entities might include “Delhi” as the destination and “Friday” as the day.

Artificial Inteligence 141

Artificial Inteligence Reporting Tools Feedback Software Research Software 141

Intercom, Inc.

JUNE 30, 2022

At the time, they were called Bull Information Systems. What happened was that I obsessively tried to find all the academic literature and books written on forms, and to this day, I have one small bookshelf in my office, which is pretty much everything I could find. Oppenheim’s book. The thought process behind a survey.

Feedback Software 239

Feedback Software Reporting Tools Research Software User Testing 239

Johanna Rothman

MARCH 6, 2024

There's a reason I called the book and the workshop “Free Your Inner Nonfiction Writer.” You write. I offer you specific feedback on your writing. In addition, I offer general feedback to each cohort. That way, you can all learn from each other. ” That's my promise to you.

Workshop 85

Workshop Entertainment Education Consulting 85

Johanna Rothman

MAY 26, 2023

I am thrilled to announce a book birthday: Successful Independent Consulting: Focus on Relationships That Matter. People often ask me how long it takes me to write a book. Every book takes the time it takes. Here's the story of the consulting book. I started to write what I called “chapter-thingys.”

Consulting 93

Consulting Books Workshop Technical Review 93

Johanna Rothman

NOVEMBER 13, 2023

I'm finishing the Project Lifecycles book. Bob Sutton (@work_matters) November 7, 2023 I'm my own publisher for this book. Books are not as risky as other products, but the whole point of blurbs and reviews is to reduce the risk of people ignoring the book. (I Good books are books that appeal to those boosters.)

Technical Review 85

Technical Review Books Consulting Definition 85

Intercom, Inc.

JUNE 7, 2022

This can involve calls, emails, targeted messages, and other highly personalized one-to-one outreach. With live chat, your SDRs aren’t spending time researching, deciding how to best reach out, personalizing an email template or even making a phone call; they are simply saying hello and having a conversation.

Inbound 245

Inbound Customer Communications Research Software Data Visualization 245

Userpilot

OCTOBER 31, 2023

Taking users through your product or service using an onboarding call is a pretty standard part of the customer onboarding process. Onboarding calls are a way to onboard new users over the phone, taking them through key product functionality in a personalized way. What is a customer onboarding call? What is onboarding?

Feedback Software 99

Feedback Software Customer Experience User Testing Customer Feedback 99

The Product Coalition

OCTOBER 6, 2023

Instead of a face-to-face conversation, we send chat messages or schedule a video call. Call Centers Inbound and outbound call centers are constantly interacting with consumers regarding calls for various services and campaigns. In today’s world, digital media progressively filter communication.

Research Software 138

Research Software Reporting Tools Data Visualization Automotive 138

Andrew Chen

JANUARY 15, 2024

(above: Me in Sep 2023, a happy author, finding the Japanese translated version of my book at the wonderful Daikanyama Tsutaya Books in Tokyo) Dear readers, As many of you know, 2 years ago I published my first book THE COLD START PROBLEM. Nevertheless, I swear I will never write another book again. (I First book outline.

Books 66

Books User Testing Research Software Customer Experience 66

Johanna Rothman

JUNE 15, 2023

Very few writers—nonfiction or fiction—sell a lot of books. That means they don't make money from their books alone. Most of the books apply to all writers. If you're a writer, and you want more income possibilities, my book, Successful Independent Consultin g, will help you think through what you offer and how.

Consulting 113

Consulting Workshop Books Article 113

Product Talk

FEBRUARY 28, 2024

An engineer could call out an assumption they didn’t believe was true or a designer could question whether the choices they were making (e.g. It felt very exhausting because we would challenge one another’s beliefs about how we would interpret the book, but none of us were experts.”

Product Research 239

Product Research Onboarding KPIs Feedback Software User Testing 239

Product Talk

SEPTEMBER 9, 2020

And she also happens to be writing a book (like me). I’m talking to Petra today because she has a book that’s coming out—hopefully by the end of the year—designed for new product leaders. I decided to join a smaller startup, which was a company called XING. A very bizarre and stressful year to be writing a book.

Feedback Software 186

Feedback Software User Testing Product Research Research Software 186

Andrew Chen

FEBRUARY 4, 2021

Above: One of the final book cover designs I’m considering! My first book is dropping in late 2021, called THE COLD START PROBLEM, published by Harper Business. I’ll have a lot more to announce about the book soon, including bonus material, add-ons, and more. This is my first book, and… wow.

Books 142

Books Research Software Framework Definition 142

Intercom, Inc.

SEPTEMBER 23, 2021

He’s written acclaimed books on customer service such as Amaze Every Customer Every Time , The Convenience Revolution , and The Cult of the Customer. But even better is if it says, “We need to jump on the phone, can I call you at this number?” Liam: Well, the video promo for the book is brilliant. Shep Hyken: Yeah.

Reporting Tools 145

Reporting Tools Customer Experience Airlines Technical Review 145

Johanna Rothman

OCTOBER 10, 2023

Books, but that's a much longer effort. I tend to promote my books on podcasts. But you don't need a book to go on a podcast. I prefer to call it influence or how we access power. Someone refers to that content and asks for a discovery call, etc. Articles on other people's sites. Politics is not a dirty word.

Consulting 86

Consulting Product Research Weak Development Team Feedback Loop 86

Intercom, Inc.

MARCH 12, 2020

These are just a few of the ideas Shep Hyken covers in his newly updated book, The Cult of the Customer. Shep’s book covers five “cults” : uncertainty, alignment, experience, ownership, amazement. And when I went to the bookstore and looked for something to speak, I was drawn toward customer service books.

Customer Experience 164

Customer Experience User Testing Customer Feedback Feedback Software 164

The Product Coalition

MARCH 21, 2022

The book is about how Harry gets the world free of Voldermort and his atrocities.” Steve Jobs is called one of the most powerful storytellers of this Generation. Abstraction is not a particularly creative term, and I am sure it is called something else in creative arts. Abstraction is a powerful concept used in Programming.

Entertainment 155

Entertainment Books Document Vision 155

Userpilot

JANUARY 16, 2024

Book a demo with Userpilot, and we’ll show you how. Customer support tickets and call logs Although it isn’t a direct source of customer reviews, customer support tickets and call logs are a good source of customer feedback data. Book a Userpilot demo to improve your marketing efforts and enhance your brand reputation.

Feedback Software 104

Feedback Software Analytic Tools Data Visualization Systems Review 104

Intercom, Inc.

JUNE 2, 2022

She has worked with brands such as Disney World and The Gap, and just last April, she published her first book: The Power of Customer Experience: 5 Elements To Make An Impact. In today’s episode, we sat down with Elizabeth Dixon to chat about her book and how to design customer experiences that have a lasting impact.

Customer Experience 223

Customer Experience User Testing Books Development Team Review 223

UX Planet

DECEMBER 21, 2023

Your first Airbnb booking When listing an Airbnb to host, you can choose to only allow experienced guests to take the first reservation. Monzo’s call status If someone calls you claiming to be from Monzo, you can now check to see if they’re telling the truth or not in the app. Balance — User delight 3.

UX 80

UX Customer Experience Books 80

Lenny Rachitsky

APRIL 2, 2024

When we were bringing all our Growth teams under one org, I made an internal doc called “Colombo’s Musings on Growth” with some opinions on what I felt was driving our massive re-accelerated growth over the past few years and how we could keep up the momentum. For more from Sean, follow him on LinkedIn. Check it out!

Analytic Tools 120

Analytic Tools Customer Experience Weak Development Team Data Visualization 120

Johanna Rothman

SEPTEMBER 14, 2023

There's a reason I called the book and the workshop “Free Your Inner Nonfiction Writer.” (That's a big part of how you sell your nonfiction ideas.) And if you write, I'll offer you feedback so you can learn to recognize the specific traps that prevent you from writing fast and well. ” That's my promise to you.

Workshop 95

Workshop Entertainment Education Consulting 95

Intercom, Inc.

JUNE 6, 2018

Messaging and live chat are the new medium for initial sales conversations, not the phone calls or forms of old. How many meetings will we book? Book meetings with your best leads automatically. I’m booked then. Move leads through your funnel with demos, content and video calls. Book demos with the Get a Demo App.

Product Research 179

Product Research Demo Data Visualization Customer Experience 179

Intercom, Inc.

SEPTEMBER 22, 2020

He noticed that pretty much every company was leveraging spray-and-pray tactics of cold calling, mass emailing, and generic advertising. They pioneered a new way of marketing, called inbound marketing , that helped businesses attract, engage, and delight customers by creating valuable content and experiences tailored to them.

Inbound 211

Inbound Outbound Reporting Tools Customer Experience 211

UX Planet

APRIL 7, 2024

Discovery First, I conducted a discovery call to learn about her goals. I linked my website out to promoters following the redesign, and since then, I’ve booked to open for Sofi Tukker, Megan Thee Stallion, Twitchcon, and Society of Women Engineers’ WE23, the world’s largest conference for women in engineering and technology.

UX 98

UX Branding Reference Feedback Software 98