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.”.
Andrew Chen
FEBRUARY 6, 2024
99% of startups are not differentiated on their underlying technology, and there is very little engineering risk involved. (I’m Because technology differentiation is no longer a real factor today start ups, it turns out that most products are succeeding or failing due to core product/market fit followed by the distribution strategy.
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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.
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.
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.
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.
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?
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