Intercom, Inc.

JANUARY 3, 2019

I think it’s more than 140 user-facing changes , ranging from the lowest level of making a feature better all the way up to brand new products. And we’ve shipped multiple brand new products this year. Was this a substantial investment for us in 2018? That was 2018 and running Intercom at the scale we’re at now.

Research Software 144

Research Software Feedback Software Analytic Tools User Testing 144

Alchemer Mobile

APRIL 25, 2019

Differences in how customers use Travel apps, along with how Travel brands leverage their apps as customer engagement tools, impact industry benchmarks for apps across the category. It’s also a great way for brands to promote new app features customers may be interested in, and to deepen relationships with their fans.

Travel 211

Travel Feedback Software Data Visualization Reporting Tools 211

Alchemer Mobile

MAY 14, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time. This is our fifth consecutive year conducting this research.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208

freshtrax

MAY 2, 2019

Again, we showcase the top 10 largest companies in Japan based on Forbes “ The World’s Largest Public Companies 2018 ” list, summarizing the rankings of the top performing Japanese companies in the world in comparison to global companies and relative to one another. Sony was definitely one of the most successful companies in 2018.

Telecommunications 96

Telecommunications Banking Definition Naming 96

Product Innovation Educators

FEBRUARY 9, 2018

The product manager role is becoming more qualitative in 2018. Absent from them, beyond some A/B testing of UI preferences, were metrics that considered customer value and brand loyalty. AIPMM and PDMA are organizations that curate and manage the body of knowledge for the discipline. My stomach turned at the thought.

Product Management 120

Product Management Product Manager Product Research User Testing 120

Intercom, Inc.

JULY 28, 2020

They want fast and personal experiences from all brands, big and small. From a 2018 Salesforce survey, 80% percent of customers say that the experience a company provides is as important as its products or services; 57% have stopped buying from a company because a competitor provided a better experience. Customers now expect both.

Research Software 290

Research Software Customer Experience Data Visualization User Testing 290

freshtrax

MAY 16, 2019

Nielsen announced the most popular websites and mobile apps in Japan on December 25, 2018. Its report, “ Tops of 2018: Digital in Japan “, includes the data from Nielsen Digital Content Ratings and Nielsen Mobile NetView. The overall usage results in 2018 reveal that Yahoo! Overview: Yahoo! million users. Now, Yahoo!

Data Visualization 81

Data Visualization Reporting Tools Naming Customer Feedback 81

Alchemer Mobile

AUGUST 22, 2019

Additionally, fifty-five percent of respondents said a one-star or two-star app store rating of a well-known brand’s app negatively impacts their view of the brand as a whole. It’s clear that app ratings and reviews aren’t just vanity metrics; they have real consequences on conversion rates and brand reputation.

Feedback Software 131

Feedback Software Research Software User Testing Customer Feedback 131

Mind the Product

MARCH 5, 2020

The web is superb for acquiring new users and building a brand. Nearly all brands that opt for an app-based approach build a website, if only to market their app. A domain name and a website for your brand is a good start, but not enough. So, which platform should you adopt for a new digital service, mobile app or the web?

Research Software 177

Research Software Reporting Tools Development Data Visualization 177

Product Innovation Educators

MARCH 4, 2025

Joining us is returning guest, Carmel Dibner, who is a principal and co-owner at Applied Marketing Science (AMS), where she has helped companies uncover critical customer insights to improve products, services, and customer experiences.Before moving to consulting she was in brand management at Unilever.

Artificial Inteligence 235

Artificial Inteligence Research Software Product Research User Testing 235

The Product Coalition

JULY 17, 2018

A great example of a brand understanding their consumer and delivering on those expectations is Wayfair’s use of augmented reality in their apps for iOS and Android platforms. Customers now demand that their experience with your brand is personalized to suit their specific needs. Will this fit in my living room and how will it look?

User Testing 98

User Testing Customer Experience Product Management Product Manager 98

Intercom, Inc.

APRIL 30, 2020

Since unveiling the Intercom App Store in 2018, we’ve worked with many of you to launch over 240 apps on the Intercom platform. Imagine putting our minds together to create powerful messages that speak to all of our customers, prospects, and brand followers. We started partnering with them in 2018, sharing early access to new features.

Feedback Software 223

Feedback Software Customer Experience Webinar User Testing 223

Alchemer Mobile

JUNE 10, 2020

The data in this post shows us how winning brands design in-app surveys for great customer feedback flows. In 2019, apps sent 44,849,700 consumer surveys, which is a 29 percent increase from 2018. Another important distinction is that, on average across industries, brands only hear from ~1 percent of their customers surveyed.

Product Research 147

Product Research Feedback Software User Testing Systems Review 147

The Accidental Product Manager

JUNE 5, 2018

2018 State of Digital Product. What the State of Digital Product Report covers: The biggest challenges for product, UX design and engagement teams in 2018: Such as, why respondents identified understanding the customer as their number one challenge. Download your exclusive 2018 State of Digital Product Report here: [link].

Branding 56

Branding User Testing Reporting Tools Product Research 56

Intercom, Inc.

AUGUST 25, 2021

In 2018, we released a completely reimagined Business Messenger , a full-fledged “front desk for your website or app,” complete with a homepage and a library of embeddable apps. Bringing our brand on the road. A company is more than the product it makes or the people who work there, it’s also the brand that people connect with.

Customer Experience 220

Customer Experience Data Visualization Onboarding KPIs User Friction 220

Intercom, Inc.

MAY 22, 2018

At a time when publishers are dropping print editions with alarming frequency, to hear that a software company is doubling down in printed books seems, in 2018, to make almost no sense. So today we’re giving you two new ones: print and audio.

Marketing 188

Marketing Feedback Software Books Startups 188

Product Management Unpacked

JULY 11, 2019

What began as his justification for hiring more people ultimately became a cornerstone in new thinking about brand management – today’s product management. Today: Product management was listed as one of the “nine best jobs in America” by CBS/Moneywatch in 2018.

Education 217

Education Automotive B2C Product Management 217

The Product Coalition

DECEMBER 29, 2020

Neil McElroy from Procter & Gamble (the man who also helped found NASA by the way) is often pegged as the man behind modern Product Management after he wrote a now-famous 3-page company memo on the principles of brand management in the 1930s. 2018: The number of global internet users surpassed half the population of the world.

Reporting Tools 179

Reporting Tools Product Management Product Manager User Testing 179

Alchemer Mobile

APRIL 11, 2019

We release this category-specific benchmark data so Finance brands can understand how effectively they measure their customer experience, communicate with their customers, and earn customer love. As the above categorical data shows, being customer centric is not an option anymore. It’s no longer a nice-to-have; it’s the need of the hour.

Finance 203

Finance Feedback Software User Testing Customer Experience 203

Mind the Product

APRIL 2, 2019

A Tale of two Brands. Gibson and Fender are the two most iconic guitar brands. In 2018, Fender stated that its growth had outpaced the musical instrument market overall. Each has a long history of great products that have shaped the musical instruments industry for several decades. The Fender Play learning platform.

Data Visualization 192

Data Visualization Customer Feedback User Testing Reporting Tools 192

Product Innovation Educators

JUNE 8, 2018

Brand innovation tracker update – which brands are at the top and which are at the bottom. Amazon continues to score at the top of the innovation brand index, followed by Airbnb, Apple, and IKEA. It is like dating in the sense that it takes a bit of time and effort to see if the fit is right.

User Testing 120

User Testing Product Marketing Airlines Marketing 120

Product Innovation Educators

APRIL 13, 2018

8 brand management principles successful product managers should know. (1) 1) Know Who Your Brand Is. (2) 4) Shape Your Brand. (5) This article describes a few differences and provides a brief introduction to agile-oriented product development… [link]. 2) Differentiate Yourself. (3) 3) Define Your Consumer Base. (4)

Agile 120

Agile Product Management Product Manager Differentiation 120

Mind the Product

AUGUST 1, 2019

In the enterprise, where my company operates, a technology brand that haphazardly rolls out new features needs to be mindful of the learning curve for end users. Technology brands should hold their product teams accountable for metrics that have the greatest impact on success. Measure What Matters.

Reporting Tools 190

Reporting Tools Data Visualization Customer Experience Product Research 190

Alchemer Mobile

NOVEMBER 29, 2018

A positive outcome of identifying your fans is identifying the people who are most likely to say great things about you and who’ve already raised their hand and said, “We love this brand.”. This snapshot from Apptentive Insights shows feedback that helps brands drive their product roadmaps. Loyal customers are in a league of their own.

Feedback Software 173

Feedback Software User Testing Customer Feedback Reporting Tools 173

Mind the Product

APRIL 28, 2020

She joined us to continue where her 2018 Mind the Product talk left off and to go deeper into how to build great communities with remote teams. Showcase your brand to our audience of avid listeners as a sponsor of The Product Experience. Quote of the Episode. Have you seen someone give a great talk? Suggest a guest to us here.

Product Research 186

Product Research Feedback Software Technical Review Entertainment 186

Intercom, Inc.

NOVEMBER 12, 2020

Now, it’s practically the default for software: in 2018, Gartner predicted that by 2020, all new software entrants and 80% of historical vendors would offer subscription-based business models. This shift moves us from brand promiscuity to brand loyalty. For many consumers, it takes the form of a subscription model.

B2C 221

B2C Customer Experience B2B Branding 221

The Product Coalition

FEBRUARY 22, 2019

If you’re like most people, the odds are that Rolex is one of the brands that pops into your mind straight away. That’s the power of branding. Regardless of which industry you’re in, brand awareness is one of the most important things to keep in mind. There’s no such thing when it comes to branding. That’s the real deal.

Branding 69

Branding Definition Construction Education 69

Product Management University

MAY 7, 2020

Quick background…our online product management training and certification program was released in late 2018. User Experience and Brand Perception Are One and the Same. Your brand is whatever your customers experience, before, during and after they buy. It has been a lot of fun and a great learning experience.

Certifications 147

Certifications Customer Experience User Testing Travel 147

Alchemer Mobile

APRIL 21, 2020

Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time. While there’s still more to do, 2019 is the most we’ve seen brands leverage mobile customer feedback to improve their products and adjust their overall business goals.

Travel 147

Travel Finance Research Software User Testing 147

Product Innovation Educators

MARCH 30, 2018

Five metrics to use are: (1) participation and engagement, (2) feedback, (3) value and outcomes, (4) brand and thought leadership, and (5) cost of inaction. If you want your organization to be more innovative, you need to measure the things that make that happen. Read more at [link].

Product Management 120

Product Management Product Manager Customer Feedback Leadership 120

The Product Coalition

APRIL 19, 2019

Brand Facebook Inc. Though it might seem that Facebook as a brand is at its all-time low, their strongest asset Instagram is branded as its own entity without the stigma of its parent. Most big brands tend to do this, look at how many beers are named Miller?—?Miller Brand Apple Inc. Brand Alphabet Inc.

Branding 60

Branding Naming Marketing Positioning 60

Intercom, Inc.

MARCH 27, 2018

2018 is shaping up to be a massive year for the Intercom platform. Building a brand-new product. We just raised $125M in a round led by Mary Meeker at Kleiner Perkins. Here’s what we’re going to do with it. This funding will go straight into building great new software at a pace you’ve yet to see from us.

User Testing 224

User Testing Research Software Feedback Software Artificial Inteligence 224

Product Innovation Educators

FEBRUARY 10, 2020

She currently leads all SEMrush branding across 50+ countries. In 2018 she was recognized among the 25 most influential women in digital marketing by TopRank. She currently leads all SEMrush branding across 50+ countries. In 2018 she was recognized among the 25 most influential women in digital marketing by TopRank.

User Testing 156

User Testing Customer Feedback Feedback Software Product Management 156

Alchemer Mobile

FEBRUARY 7, 2019

According to AppAnnie’s 2019 State of Mobile Report , consumers sourced food and drinks through apps 130% more often in 2018 than in 2016. Globally, UberEATS and Zomato were the top two food delivery apps by worldwide downloads in 2018. Some of these features could be on your roadmap already, and some will be brand new.

Feedback Software 157

Feedback Software User Testing Customer Feedback Research Software 157

Intercom, Inc.

JUNE 19, 2018

54% of consumers will try a new brand for a better service experience. In fact, research firm Northridge Group found that 54% of consumers will try a new brand for a better service experience. Instead of waiting for customers to ask for help, Enjoy preempts that with at-home support.

User Testing 216

User Testing Reporting Tools Research Software Customer Experience 216

Mind the Product

JUNE 11, 2019

At the same time, other people felt optimistic that they could get the medication brand that suited them best. Based on the proportion of items dispensed from online pharmacies, October — November 2018 [link]. This feeling really freaked some people out (who felt it was insecure).

User Testing 171

User Testing Customer Experience Product Research Banking 171

Alchemer Mobile

JULY 30, 2020

In 2019, apps sent 44,849,700 consumer surveys , which is a 29 percent increase from 2018. In fact, most brands only hear feedback from about one percent of their customers. Here are some key ways to collect more mobile customer feedback within your app. Mobile surveys can also be powerful in understanding customer sentiment.

Feedback Software 182

Feedback Software User Testing Customer Feedback Analytic Tools 182