Alchemer Mobile

JUNE 11, 2019

Picture this: You’re sprinting through the maze-like airport as the airline calls your name over the intercom. If you’re a travel brand developing an app for your airline, hotel, rideshare, etc. you need to understand that your customer’s number one priority is convenience. Personalize the customer experience.

Feedback Software 180

Feedback Software Travel Airlines Customer Experience 180

Intercom, Inc.

AUGUST 8, 2019

Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.

Customer Experience 168

Customer Experience User Testing Research Software Data Visualization 168

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 difference between the customer experience with Monzo and the traditional card issuers was night and day.”.

Reporting Tools 216

Reporting Tools Research Software User Testing Customer Experience 216

Intercom, Inc.

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service.

Reporting Tools 145

Reporting Tools Customer Experience Airlines Technical Review 145

Mironov Consulting

AUGUST 8, 2017

I spend a lot of time sifting through documents, positioning and stories – trying to figure out who we’re talking about. As a product manager, I think it’s my obligation to bring clarity and precision to discussions… so talking generically about customers or users can be exasperating. See personas 4 and 7.” Wasted energy.

User Testing 101

User Testing Customer Experience Analytic Tools Research Software 101

Alchemer Mobile

FEBRUARY 18, 2021

Back in May of 2020, we dug into the mobile data to reveal changes in DAU (daily active users) across different industries. If we look at the charts below, you’ll see data from two apps: An airline app and a lodging app. As people begin to travel again, this hunger for personalized experiences will be heightened. Transparency.

Travel 230

Travel Feedback Software User Testing Strategy 230

Andrew Chen

FEBRUARY 6, 2024

Dual insights needed This is why I think startups end up needing both: 1) an insight about customers that gives them product/market fit 2) an insight about distribution that creates traction People building products often have an easier time product/market fit because they are building for themselves, or a customer that they already know well.

User Testing 105

User Testing Research Software Feedback Software Startups 105

Alchemer Mobile

SEPTEMBER 3, 2020

We won’t waste your time by belaboring the point that COVID-19 has dramatically impacted almost every industry in the world. Key findings from our research include: Looking at DAU over time is the best way to understand drastic changes in app usage. The first app is an airline, which has seen a massive drop in DAU. Huge spikes.

Travel 246

Travel Feedback Software Research Software Data Visualization 246

Product Talk

FEBRUARY 28, 2024

They didn’t have enough time and felt rushed. They had too much time and struggled to make progress. We hope Kelsey’s story will remind you that your continuous discovery journey is likely to experience some twists and turns along the way, but it’s still worth sticking with it through those tough spots.

Product Research 239

Product Research Onboarding KPIs Feedback Software User Testing 239

Userpilot

JANUARY 19, 2021

Customer engagement plays a critical role in your company’s growth and depends on your customer experience. As Steve Jobs once said: “ You have to start with customer experience and work your way back toward the technology, not the other way around. ”. What is Customer Engagement? Table of Contents.

Analytic Tools 98

Analytic Tools Feedback Software Research Software Customer Experience 98

Melissa Perri

OCTOBER 23, 2016

But my experience with United Airline’s customer service this morning completely killed my good mood. The customer service agents considered this my fault, and acted like it wasn’t a big deal. As someone who doesn’t work for an airline, how am I supposed to know that Z class doesn’t exist on Aer Lingus?

User Testing 133

User Testing Customer Feedback Customer Experience Airlines 133

The Product Coalition

DECEMBER 8, 2021

These voice search technologies can improve customer experiences and business operations. This voice search setting is a process in which users can search for information on a specific website or a custom app through their voice commands. In the service-oriented industry, customer experiences should be a top priority.

Reporting Tools 150

Reporting Tools Data Visualization Research Software Travel 150

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. There are now more ways than ever to help your customers solve their problems. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized.

Customer Experience 164

Customer Experience User Testing Customer Feedback Feedback Software 164

The Product Coalition

OCTOBER 11, 2021

Using the virtual concierge service, hotels can gain huge benefits regardless of increasing customers loyalty, turnover rates, and ROI. A virtual concierge or a digital concierge is a kind of customer experience technology. Thus, customers can experience the virtual concierge service from a digital screen to a hand-on device.

Airlines 132

Airlines Travel Software Developers Software Development 132

Agile Velocity

SEPTEMBER 28, 2023

In our fast-paced, ever-changing world, organizations must be able to adapt and, stay customer-centric to thrive. It ensures that businesses remain customer-centric, focusing on meeting customer needs effectively. In one year’s time, they saw measurable bottom-line results : boosting annual revenue by millions of dollars.

Agile 105

Agile Airlines Customer Feedback Finance 105

The Accidental Product Manager

JUNE 10, 2019

The reason that this would be such a hard job to have right now is because this airplane has experiences a set of disastrous crashes. This was followed in March when Ethiopian Airlines Flight 302, involving the same Max jet model, also crashed minutes after takeoff, killing all 157 people on board. 189 people died.

Airlines 116

Airlines Software Review Product Management Product Manager 116

Userzoom

MARCH 28, 2018

Headlining the event was Paul Boag , a leader in Digital Strategy and User Experience Design, who brought his manifesto on ‘How to Start a User Experience Revolution’ and inspired our audience to ‘light a fire’ under their efforts to get stakeholders more invested in UX.

Customer Experience 50

Customer Experience User Experience User Testing Research Software 50

Intercom, Inc.

NOVEMBER 17, 2021

Writing a clear, timely, and empathetic message to your customers is a very sought-after craft. For the past 25 years, she’s been helping people and businesses draft their own style guides and write better emails, chats, and social media messages to improve both communication and the customer experience. Yes, indeed.

Messaging 118

Messaging Customer Experience Branding Airlines 118

Pragmatic Marketing

SEPTEMBER 20, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. Everything about the flights was fine (on-time, cleanliness, quality of service, etc.), They charged me $40 for a carry-on package that I was not aware of at the time I bought the ticket. Maybe this first time he’s upset.

Airlines 70

Airlines Customer Experience Books Blog 70

Pragmatic Marketing

SEPTEMBER 19, 2018

I booked the flights using Travelocity, because the cheap Southwest airlines fares are were all gone. Everything about the flights was fine (on-time, cleanliness, quality of service, etc.), They charged me $40 for a carry-on package that I was not aware of at the time I bought the ticket. Maybe this first time he’s upset.

Airlines 70

Airlines Customer Experience Books Blog 70

UserTesting

OCTOBER 9, 2018

In a recent webinar, guest speakers Devin Harold, UX Research Manager at Verizon, and Nayaab Lokhandwala, UX Researcher at Alaska Airlines, sat down with us to share how they’ve been leveraging the power of customer interviews with UserTesting’s Live Conversation … The post Connecting with customers in real time: Q&A with Devin Harold from (..)

Airlines 30

Airlines Customer Experience User Testing Webinar 30

Gainsight

JUNE 17, 2020

One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies. Peacetime CEO spends time defining the culture. CEOs absolutely need to pivot in challenging times. Is it peace-time?

Customer Experience 107

Customer Experience Reporting Tools Government Airlines 107

Alchemer Mobile

OCTOBER 11, 2018

Between interfacing with multiple teams, coordinating release schedules, prioritizing customer happiness, driving the mobile product roadmap, and endless other activities, it’s easy to get caught up in the hustle, bustle, and stress that is product management. – Francis Brown, Product Development Manager at Alaska Airlines.

Product Management 225

Product Management Product Manager Airlines Customer Experience 225

The Accidental Product Manager

DECEMBER 6, 2021

The chase is on for customers who will order repeatedly. However, there is a fundamental problem that they are all dealing with: their customers are not turning into repeat customers. The Problem With Food Delivery Customers. They need high-frequency customers who order from them repeatedly.

Customer Experience 65

Customer Experience Product Management Product Manager Airlines 65

The Accidental Product Manager

JUNE 26, 2023

firm Boeing and both companies sell hundreds of their large airplanes to airlines around the world. When they introduced it back in 2000, Airbus liked to call their new airplane “the Eighth Wonder Of The World” The plane was an amazing creation, unfortunately it was the wrong plane at the wrong time.

Airlines 65

Airlines Product Management Product Manager Management 65

The Accidental Product Manager

MAY 9, 2022

The airbus product managers did make a valent effort to make the very large A380 plane a success. They spend over two decades trying to get airlines interested in buying it. When Airbus was building the A380, Boeing told customers that there really was no market for planes that were this large.

Airlines 65

Airlines Product Management Product Manager Management 65

Pragmatic Marketing

FEBRUARY 3, 2020

Editor’s Note: The following is adapted from co-author David Meerman Scott’s upcoming book, Fanocracy: How to Turn Fans into Customers and Customers into Fans. From banks to athletic brands and airlines, companies gather data on us. That essential piece will always be missing when digital dominates the experience.

Artificial Inteligence 91

Artificial Inteligence Data Visualization Customer Experience Airlines 91

The Product Coalition

DECEMBER 28, 2020

Video marketing is one of the most powerful ways to interact with modern customers in the digital space. Clean is one of many examples of how animation can set a powerful brand image and stick to the customers’ hearts. People love to interact with influencers in almost real-time. There are 360-degree video experiences.

Marketing 179

Marketing Advertising Airlines Magazine 179

ProductPlan

OCTOBER 1, 2020

Teacher/plumber/airline pilot: So, what do you do? Teacher/plumber/airline pilot: Me too! Teacher/plumber/airline pilot: Someone pays you to own products? In others, the job is more strategic and designed to represent the needs and interests of customers. Learning the market and customers’ needs.

Airlines 99

Airlines User Testing Customer Experience Software Review 99

The Product Coalition

MAY 3, 2020

I came across an opportunity from a reputable airline requesting for innovative ideas on how to curb food wastage on flights. One differentiation factor for full service airlines apart from the entertainment offered to their passengers, is food. I journal noteworthy experiences in business, entrepreneurship and research.

Airlines 78

Airlines Analytic Tools Research Software Data Visualization 78

The Product Coalition

FEBRUARY 12, 2019

4) User + how we will delight them. Here’s my best guess at Southwest Airlines’ strategy circa the 1970s (it has changed little since): (1) Buyer + $ value pool. over-served by major airlines) who want a faster and similarly low-cost alternative. And it takes a long time to park, get through security, and board?—?so

Airlines 60

Airlines Strategy User Friction Analytic Tools 60

Balsamiq

JULY 13, 2018

We recently began doing 1-on-1 video interviews as part of a user research initiative, which we described in a post a few months back called User Research: How to Start Talking to Your Users. Much of the time even an hour doesn't seem like enough to really hear their full story. Where do your requirements come from?

User Testing 49

User Testing Customer Feedback Research Software Product Research 49

Mixpanel

APRIL 13, 2023

Each event is an interaction with your product and company, and collectively they can answer almost any question about what is happening and how things have changed over time. Buy an airline ticket to another country. This makes data easier to analyze and creates a fuller portrait of the experience. You go to lunch at a deli.

Analytic Tools 88

Analytic Tools Data Visualization Airlines Branding 88

Mironov Consulting

AUGUST 15, 2016

As product managers, we worry about market results – not just successfully shipping stuff on time , but growing our product’s revenue, user base and engagement. But not all customers are created equal. Maybe we should fire just those two, and free up scarce resources for dozens of more relevant customers.

User Testing 63

User Testing Customer Experience Reporting Tools Customer Feedback 63

UX Studio

JULY 4, 2018

VR in UX research can serve as an individual tool to explore user needs and test complex user experiences. We collected some best practices for those looking to learn more about or just getting started with VR user testing. Its technologies can bring immersive experiences into people’s homes like no other technology can.

User Testing 73

User Testing Research Software Product Research Feedback Software 73

The Accidental Product Manager

JUNE 19, 2023

The car makers who are trying to overcome this poor track record, are counting on these few square inches to help build closer relationships with customers. Alternatively, GM has developed an in-dash system that includes a commerce platform where users can pre-order from Dunkin’ Donuts or Starbucks.

Data Visualization 65

Data Visualization Dashboard Product Management Product Manager 65

Roy Madden

APRIL 4, 2020

It’s easy to lose time in the wormhole of search engines. You’re looking for ground-breaking stories and reports about the airline industry. First, click on the search icon to open Power Search, select the new Across the web tab, and search for the airlines topic. Go to Power Search across the Web and search for airlines.

Airlines 62

Airlines Magazine Customer Feedback Events 62