The Product Coalition

DECEMBER 11, 2023

In part two of this summary, I am moving to talk about strategy and leadership insights. As these are topics close to my heart, I had a lot to say — so here are my thoughts backed by SVPG’s insights on these topics. Some of the insights in this part of the summary have come from the stories and thoughts shared by the partners.

Workshop 78

Workshop Customer Feedback Leadership User Testing 78

Mind the Product

NOVEMBER 29, 2018

Know Your Customers’ Problems. It’s product development like that – that seeks out innovative solutions rooted in intimate knowledge of customer’s problems – that has earned Trader Joe’s the reputation as one of the most customer-centric organizations on the planet. We Expect Users to Come to us With Feedback.

User Testing 109

User Testing Customer Feedback Analytic Tools Customer Experience 109

Userpilot

AUGUST 31, 2022

Brands that know how to create raving fans will always take the lion’s share of customers. Just think back to the last time you saw someone (or a group) passionately telling friends about a helpful tool. It’s now your turn to convert everyday customers into raving fans. Implement customer loyalty programs.

Feedback Software 98

Feedback Software User Testing Customer Experience Onboarding KPIs 98

BrainMates

MAY 28, 2019

SnapComms is a medium-sized New Zealand software company who wanted to evolve its sales-led culture into a market-led culture. SnapComms solves internal communications challenges by improving the way businesses communicate with their employees when critical events impact their staff.

Framework 74

Framework Data Visualization Marketing Reporting Tools 74

Userpilot

MAY 29, 2023

Customer engagement and customer retention go hand in hand. Having a customer engagement framework in place will make it easier to organize your customer engagement efforts and track their results. There are five customer engagement stages: acquisition, activation, adoption, retention, and revenue/advocacy.

Analytic Tools 96

Analytic Tools Feedback Software User Testing Customer Experience 96

Intercom, Inc.

JULY 13, 2021

For instance, the Design Career Index shows that 71% of design orgs don’t have a career progression framework. As we redeveloped our job levels, we consistently sought out feedback from our designers, peer leaders, and cross-functional partners. Solution: We now show how to earn high ratings and promotions.

Product Research 271

Product Research Customer Communications Feedback Software Reporting Tools 271

Gainsight

JANUARY 8, 2021

” Companies with well-built solutions are discovering when they partner with equally good and complementary products; the results are outstanding. That happened when Adobe’s top-performing Product Adoption Team combined efforts using their Audience Manager with Gainsight’s PX solution. Internal Team Alignment.

Analytic Tools 52

Analytic Tools Data Visualization Onboarding KPIs User Testing 52

ProductPlan

OCTOBER 11, 2022

The product owner role was born in Agile scrum , a process initially created to deliver software more quickly by giving the product development team more autonomy in exchange for frequent releases that increase customer value. Represent the voice of the customer. Communicate and liaise with stakeholders and product development.

User Testing 52

User Testing Customer Communications Research Software Data Visualization 52

Userpilot

DECEMBER 6, 2022

It is also one of the busiest, most complex departments, often handling many tools, managing multiple campaigns and events, and coordinating with internal and external stakeholders. The centralization promoted by these tools ensures brand assets and marketing materials are easier to find. What are resource management examples?

Analytic Tools 98

Analytic Tools Feedback Software Reporting Tools Customer Experience 98

ProductPlan

JUNE 1, 2023

But are you solving for actual customer problems? The danger, however, lies in mistaking new functionality for actually adding meaningful value to the customer experience. Feedback from sales and support is the source 26% of the time, and the competition inspires new features for 16% of respondents.

User Testing 83

User Testing User Friction Development Team Review Reporting Tools 83

Userpilot

OCTOBER 20, 2022

The competition out there is increasingly stiff; you can’t be sure a customer will stay with you for long if they aren’t satisfied with your product. You’ll also see 13 practical ways to improve your score, and how user feedback software makes the process much easier. Higher customer loyalty.

User Testing 98

User Testing Customer Feedback Feedback Software Customer Experience 98

Alchemer Mobile

FEBRUARY 2, 2021

Without marketing, even the best apps struggle when it comes to customer acquisition and discovery. Landing pages can be set up with no cost or hassle with a tool like Squarespace or Wix. Third-party tools, like Google Analytics and Optimizely , can also be integrated with most web pages. A high average revenue per user?

Feedback Software 264

Feedback Software Analytic Tools Research Software Product Research 264

Gainsight

MARCH 31, 2020

If you needed to get important information to your users, it was likely buried under all of these communications. As the situation surrounding COVID-19 continues to evolve, companies need to be prepared to keep users informed. In-app engagements are outreaches from your company to your end users that happen within a product.

Healthcare 52

Healthcare Information Customer Feedback Customer Experience 52

Intercom, Inc.

OCTOBER 12, 2021

As a support leader, you already know how important it is to take care of your customers – but it’s just as important to take care of your support team. Here’s why human support is so crucial for any customer-centric organization, and how it can have a significant impact on your team, your business, and your customers.

Weak Development Team 222

Weak Development Team Customer Experience User Testing Customer Feedback 222

Gainsight

APRIL 17, 2019

Helping customers is good. In-app engagements can significantly boost user retention, but overuse them and they’ll hurt your product experience more than they help. In-app engagements are customer outreaches that happen within a product. A complete in-app engagement strategy requires two things: technology and structure.

Feedback Software 76

Feedback Software Customer Experience Customer Communications Customer Feedback 76

Gainsight

JUNE 10, 2021

It’s a symbol that people are focused on learning more about customer success. At Gainsight, we have defined GameChangers as customers who shift their thinking to transform their business outlook. They push beyond the familiar and comfortable to achieve remarkable results for their company, teammates, partners, and customers.

Feedback Software 52

Feedback Software Reporting Tools Customer Communications Data Visualization 52

Gainsight

JULY 14, 2020

Inboxes are ticking higher and higher as different states, districts, and schools message how they will accommodate educating students during COVID-19, and every other business rushes to send communications on addressing this “new normal.” In-app engagements are outreaches from your company to your end-users that happen within a product.

Feedback Software 52

Feedback Software Strategy Customer Feedback Customer Experience 52

Userpilot

AUGUST 3, 2022

A message strategy guides your communications. It aligns every message with your customer’s needs. A good messaging strategy should have a clear goal, differentiate your brand from the competition, provide personalized messages for a specific audience, and tell the brand story at each stage of the customer journey.

Research Software 98

Research Software Feedback Software Messaging Reporting Tools 98

Gainsight

SEPTEMBER 24, 2019

In the age of big data, machine learning, and business intelligence, we have a very determinist view of our customers. ” Or conversely, that if you can just get more and better data, you can “solve” your customers like you would solve a complicated algorithm. Customer Chaos Theory. You can only react.

Data Visualization 12

Data Visualization Customer Communications Customer Feedback Customer Experience 12

Gainsight

JULY 12, 2022

Customer success is the solution for those seeking to break through the constraints caused by the downward pressure of the economy. The discussion with Angie DeLaRosa was full of great ideas and insights that worked for NAVEX and can easily be put into practice in your customer success program and tech stack.

Data Visualization 59

Data Visualization Customer Experience Customer Feedback Customer Communications 59

Gainsight

MAY 18, 2023

Every year at Pulse , we recognize industry leaders who have made significant contributions to the field of Customer Success (CS), driving innovation and transforming the way businesses engage with their customers. They don’t just think about success for a few customers, they set out to accomplish success for all customers.

Analytic Tools 52

Analytic Tools Feedback Software Reporting Tools Customer Communications 52