6 Ways Your Business can Benefit from Negative Reviews


Even big brands have had their fair share of angry outpour from disgruntled customers and survived. While larger companies’ reputations can sustain a few blows without actually collapsing, small businesses can’t rely on the benefit of the doubt to amortize customers’ wrath as effectively. One out of twenty unhappy customers complain, and the other 19 leave without telling you “why.” In fact, most brands hear feedback from less than one percent of their customer base.

Food & Drink Apps: Using Industry Benchmark Data to Understand Changes in Mobile Customer Sentiment


See actionable strategies for engaging with customers during this difficult time here. So, what can these brands do to capture, analyze, and act on these changing customer behaviors? The report is meant to serve as a yardstick for companies seeking to understand how their customer feedback and engagement metrics stack up against the market. Mobile Customer Sentiment. These deals may work in the short-term, but they aren’t great for retaining customers over time.


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What to Consider When Selecting a CDP Platform


Month over month, quarter over quarter, organizations are learning to more effectively harness and democratize customer data in furtherance of their business goals. The Customer Data Platform market is no exception. Customer relationship management platforms (CRMs).

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Customer feedback examples from 10 leading companies – Google, Facebook, Amazon…


We’re glad to see more and more big companies putting customer feedback at high priority, so today we want to share the top 10 customer feedback examples with you to help you get started in your own feedback process. What to take note on these customer feedback examples. You want to be careful when asking customers for feedback, or you may end up wasting their time. Looking at these examples, you need to ask yourself: Why is customer feedback needed?

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What we shipped: 2018 year in review

Inside Intercom

Bots had failed to deliver good customer experiences, were painful to setup, and hadn’t been able to truly drive real results across an entire customer journey. This next chapter has already begun, with our new automation technologies like bots and the ability for our customers to connect Intercom with more of the other tools they use every day. In doing so, they have been able to unlock new efficiencies for their teams and their customers.

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Team Sport: Adobe’s Approach to In-Product Guides


Recently, Jackie Chevallier, Senior Product Manager for Adobe Audience Manager, and Connor Hatfield, Senior Customer Marketing Adoption Specialist at Adobe, sat with Gainsight’s Harshi Banka, Customer Success Director, Gainsight PX Team. It All Starts and Ends With the Customer.

Why This Global Disrupiton Is A Catalyst To Product-Led Growth


Businesses will have to rely on global resources, digital customer communication, and leverage different sources of supply. Here are some interesting stats comparing the past 30 days vs the preceding period: 50% of the customers experienced an increase in their DAU(daily active users). A new era for customer experience. Customer Acquisition Cost = Sales + Marketing + Onboarding / # of New Customers. CLTV = Customer value X Average customer lifespan.

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A good feature request collection tool helps product managers to do their jobs better


Companies send cold emails to their customers, hope they respond, and if they’re lucky, store their response in a spreadsheet that has little to no structure. Look For A Customer-Friendly Interface. First, a feature request collection tool should be customer-friendly. It should interrupt your customer’s experience as little as possible and flow naturally with the rest of your website’s interface. Communication With Customers Should Be Simple.

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5 Reasons Why Product Managers Need to Understand Content Management Technology

The Product Coalition

when retail and in-person customer communication has transformed?—?is is the Digital Content and its influence over the customers. The creation and distribution of the content can generate an iconic digital experience, however, a poor one can be a huge obstacle performing an effective digital journey for your customers. You need to get comfortable with handling content on a day-to-day basis: product descriptions, pricing, models, updates, demos, testimonials.

When messaging becomes more than just chat: which apps should I use?

Inside Intercom

It means messengers are no longer just for customer facing teams. With apps on the home screen, we can use messengers to drive conversion rates throughout the customer journey, like targeting certain prospects on the website or nurturing customers within our app. In the new Messenger, it’s more about creating a customizable experience for different types of visitors and customers. Which apps should we show website visitors versus in-app customers?

4 Ways Product Teams Can Make Customers More Successful


We all know how it works…a fledgling SaaS company releases a minimally viable product and starts bringing on customers. Early customers help shape the direction of the product and before you know it, a Customer Success team is created. But after a while, the customer (or more likely, their executives) start to skip EBRs as they would rather talk about how others are using your product than features that are months out or are not relevant to them.

10 Effective Ways of Collecting Customer Feedback


Customer feedback is important. But customers have short attention spans. So, how do you overcome this hurdle and get this extremely valuable customer feedback? There are many options for you to choose in collecting customer feedback. Why is customer feedback valuable? Why is customer feedback valuable? As service and product providers, we need to adhere to one maxim: ‘The customer is always right’. Customers are accustomed to chat boxes.

Healthcare Edition: How to Get Information to Your Users Quickly


In an industry where communication is critical, how do you make sure the right message reaches the right patients, providers, and non-clinical staff? coronavirus) became part of our everyday vocabulary and businesses rushed to send communications to address this “new normal.” If you needed to get important information to your users, it was likely buried under all of these communications. Every in-app communication must have a purpose. SEE A DEMO.

Customer retention: 5 best practices & 6 strategies for low churn

Inside Intercom

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. What is customer retention? Customer retention is the rate at which your business can keep its paying customers over a given period of time. Why customer retention is important. How to understand customer retention. Target the right customers.

The Aha! Moment Guide in Product Onboarding


moment, then you could well end up with customers for life. “Once we’d build and launched Hyperise, we wanted to our new trial customers to experience the same aha! For example if a trial customer doesn’t revisit within x days, we send a sad clown image, wearing a badge that has the prospects logo on it. Dogfooding our own product in our onboarding allows our customers to achieve their own aha! moment in our demo calls and from the feedback we got from our users.

A Guide To Executive Sponsor Change


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. But no matter how sophisticated we get, there’s one thing every B2B company deals with that will almost always be an issue for the Theory of Customer Determinism: sponsor change.

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Does live chat really work for marketing?

Inside Intercom

Your potential customers see dozens, sometimes hundreds, of marketing messages every day and everywhere: on social media, on their phones, on billboards as they drive down the street. Live chat is a prime example of a contextual marketing method: your potential customers get the opportunity to chat with you, right on your website, and at the exact time they’re thinking about purchasing your product or service. You can talk to potential customers in the right context, right away.