Andrew Chen
FEBRUARY 6, 2024
It’s hard to be a product without a strong theory of distribution Here’s a common startup situation. 99% of startups are not differentiated on their underlying technology, and there is very little engineering risk involved. A team busts their ass for months building the first version of their product.
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.
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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.
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.
Basel Fakhoury
MAY 17, 2018
Our #1 priority this time around was making sure that didn’t happen again?—?and and the best way to do that was through user research. So instead of jumping head first into building a new product, we committed to a full range of user research to systematically test our most promising ideas.
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
Intercom, Inc.
JANUARY 12, 2022
That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. Unless you’re looking at the data to understand why your customers are using your products, avoid making decisions based on your expectations of their motivations.
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