Mind the Product

MARCH 17, 2020

Others have tried, but we’ve yet to find anyone else with her depth of experience (spanning stints as a developer, designer, researcher and product manager), her empathy for both users and stakeholders, her experience as a teacher, and her sense of humour. Has clicking that icon met the user intent of the feature?

Product Research 47

Product Research Research Software Customer Experience Feedback Software 47

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

Intercom, Inc.

JANUARY 29, 2020

When you’re on the front lines talking to customers, delivering that news successfully is imperative. As a member of our Customer Support team, I’ve experienced firsthand just how tricky rejecting a customer’s request can be. Like any time you’re receiving bad news in life, context is key. Say no by explaining why.

Customer Experience 284

Customer Experience User Testing Customer Feedback Feedback Software 284

svpg

DECEMBER 22, 2022

It’s not just the user interface. It is meant to reflect the full customer experience. Customer facing and customer enabling. The post Product vs. Policy appeared first on Silicon Valley Product Group. Most people today know that when we refer to “product” we mean that in a very holistic sense.

Customer Experience 125

Customer Experience Reference 125

Intercom, Inc.

MARCH 26, 2020

As the COVID-19 situation continues to impact people, businesses, and communities everywhere, we know it is more important than ever to stay in touch with your customers, and Intercom is committed to helping you stay connected. We have robust plans in place to ensure we continue to deliver the highest levels of technical and business service.

Customer Experience 192

Customer Experience Data Visualization Travel User Testing 192

Product Talk

MAY 18, 2022

You might need to get buy-in or support from leadership, you may need to collaborate with user research or data science teams, and you will likely experience some overlap with customer-facing teams like sales, marketing, and customer success. Your sales rep is responsible for renewing revenue from existing customers.

User Testing 296

User Testing Customer Experience Customer Feedback Product Research 296

Alchemer Mobile

SEPTEMBER 27, 2018

Customers have endless options when it comes to choosing new brands and services, which means their expectations are high. Immediacy, personalization, responsiveness, and product quality are a handful of the primary reasons customers will choose to be loyal to one brand over another. Be proactive. Engage at the right moment.

Customer Feedback 203

Customer Feedback User Testing Customer Experience Data Visualization 203

Intercom, Inc.

APRIL 8, 2020

This is a time of great uncertainty, with everyone suddenly having to adjust to social distancing restrictions and widespread industry upheaval. Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. A time for the tried and tested. What information do we need to figure this out?

Software Review 223

Software Review Customer Experience Systems Review Engineering 223

Productside

APRIL 16, 2025

Somewhere in the middle, customer needs get lost in translation. They thought their work spoke for itselfuntil a listening tour revealed how disconnected they were from their customers. That gap needed a full-time product manager to bridge it. Guy applies it to team structure, workflows, and even workplace policies.

Engineering 177

Engineering Product Research Feedback Software Feedback Loop 177

Intercom, Inc.

MAY 11, 2021

At Intercom, we support our customers through conversational, messenger-based support. Supporting our customers primarily through our Business Messenger has many advantages, such as helping us build personal relationships with our customers and providing them with the fast, meaningful resolutions they need.

Customer Experience 221

Customer Experience User Testing Customer Feedback Reporting Tools 221

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

Roman Pichler

JUNE 4, 2018

Business models also tend to change when companies digitalise their business—customer relationships, pricing models, partner and supplier relationships, cost factors, and other aspects are likely to be affected. This example is representative for many companies in my experience: product roles are often applied ineffectively.

Product Manager 258

Product Manager Product Management Weak Development Team Management 258

BrainMates

OCTOBER 20, 2024

The Customer Service Gap Model By ADRIENNE TAN In competitive markets, delivering superior customer value is a top priority. It’s not just about creating a great product—it’s about ensuring the entire customer journey, from initial interaction to post-purchase support, exceeds expectations.

Data Visualization 52

Data Visualization User Testing Customer Feedback Customer Experience 52

The Product Guy

SEPTEMBER 12, 2017

A user researcher or other UX practitioner may group users by patterns in their behavior, both inside and outside your product. Whether you consider your user base in light of market research or user research, both of these kinds of researchers use the patterns they discover to form personas. Why bring this up?

Research Software 273

Research Software User Testing Analytic Tools Product Research 273

Intercom, Inc.

JUNE 1, 2018

With the new GDPR regulations having come in to effect on May 25th, everybody was getting inundated with emails, asking you to allow companies to keep in touch with you or telling you that they’ve updated their privacy policy. The ability to stress Intercom to the point of breaking, without customer impact, is the ideal.

User Testing 204

User Testing Customer Experience Testing Messaging 204

The Product Coalition

OCTOBER 1, 2022

But given the fact that this industry demands different touchpoints for its clients, it is only appropriate for insurance companies to make their services more accessible and in turn, keep track of their customers via mobile apps. The page should have ample space to let users view their details without having to scroll much.

Data Visualization 208

Data Visualization Development Artificial Inteligence Technical Review 208

Mind the Product

AUGUST 16, 2019

A product is building something to ship to customers, a platform is building a place where other builders or creators can build things to ship to customers. They are removed from the end users; customers never even know the products they use interact with these platforms. These are companies like Uber or Airbnb.

Data Visualization 188

Data Visualization Customer Experience Management Management 188

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience User Testing Analytic Tools Feedback Software 156

Intercom, Inc.

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 129

Customer Experience User Testing Customer Feedback Airlines 129

The Product Coalition

JULY 4, 2023

In this article we’ll describe our own Product Hunt launch experience. The experience of three launches, to be precise! Now we’re ready to share our experience and the discoveries we’ve made on this journey. How we launched on Product Hunt three different times Each time we were promoting our product Nitro.

Customer Experience 147

Customer Experience B2B ChatGPT Reporting Tools 147

Intercom, Inc.

APRIL 28, 2021

At Intercom, we use a strong set of foundational principles to guide and align our organization in times of rapid growth. Our cost program is no different – we lay out our intentions and expectations by setting clear principles that allow us to maximize our cost efficiency while growing and serving new customers at scale.

Data Visualization 211

Data Visualization Reporting Tools Government Customer Experience 211

Mind the Product

MARCH 12, 2020

Product managers often use skills like strategic thinking, user research, product prioritization / backlog grooming, data analysis, and communication. Most importantly, effective product managers spend time doing product discovery , the process in which new ideas are iterated and validated with actual customers.

Product Research 239

Product Research User Testing Weak Development Team Customer Experience 239

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. This is allowing for improved patient experience, increased workflow efficiency, and effective data management. What is HIPAA? However, information security remains a top priority, which is where HIPAA becomes important.

Healthcare 268

Healthcare Data Visualization Reporting Tools Technical Review 268

Product Talk

OCTOBER 18, 2023

Are assumption tests the same as experiments? What if you don’t have time to run any assumption tests? When we hear about an unmet customer need, pain point, or desire, we often jump to our first solution. You imagine how fit you’ll be from carrying your aging dog up the four flights of stairs multiple times a day.

Product Research 326

Product Research User Testing Testing Analytic Tools 326

Product Innovation Educators

OCTOBER 14, 2024

We need to figure out how to use AI to make products that customers will love, while also dealing with all the new things AI brings to the table. Before using AI, check your organization’s policy to make sure you’re in compliance. for real-time information gathering and fact-checking.

Artificial Inteligence 243

Artificial Inteligence Research Software Data Visualization Reporting Tools 243

Userpilot

MARCH 5, 2025

Are you struggling to make sense of scattered user data? The right customer analytics platform helps you uncover exactly how customers interact with your product: so you can spot issues early, optimize user journeys, and drive sustainable growth. Mixpanel – the best cross-platform customer analytics software.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Reporting Tools 52

The Product Coalition

MAY 5, 2022

They make their users’ lives better in some way and they do it better than anyone else. As a Product Manager, I’ve built my career on building tools and experiences that not only make people’s’ lives simpler, but bring them a little joy along the way, too. How much time and effort will it take to build a solution?

User Testing 166

User Testing Feedback Software Research Software Customer Experience 166

Intercom, Inc.

JULY 15, 2021

With a Master’s degree in human-computer interaction and over two decades of experience in user research and user experience in companies like Oracle, he now leads the design team across all product offerings at IBM. If you’re short on time, here are a few quick takeaways: Good design is good business.

Research Software 245

Research Software Feedback Software Reporting Tools User Testing 245

The Product Coalition

FEBRUARY 3, 2022

High-growth companies have an obsession with customer obsession. have proven that being customer-obsessed can both deliver great shareholder value and create a sustainable market advantage over time. Saying that customer obsession is required for growth is one thing. Are you taking steps to actively engage your customers?

Leadership 158

Leadership Customer Feedback Customer Experience User Testing 158

The Product Coalition

DECEMBER 23, 2021

Guest post by Mark Mayo, Senior Quality Engineer at Terem Technologies This is the process of writing code and using tools to automate the user interface (UI) testing of front-end components of websites, desktop applications or mobile applications. Quality of software costs time and it costs money. Why do UI Test Automation?

User Testing 193

User Testing Product Research Testing Reporting Tools 193

Userpilot

AUGUST 30, 2023

Want to improve the product experience at every stage of the customer journey? Heat map tools allow you to track user actions on your website or app. You can understand customer pain points, identify friction at different touchpoints, and improve your product accordingly. What are heat map tools?

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Feedback Software 105

Userpilot

JUNE 11, 2024

Looking at user journey map examples can help you come up with a visual representation of your customer’s journey. Customer journey mapping research also allows you to identify areas of opportunity in your processes and plan to reduce those friction points. There are four types of customer journey maps: Current-state maps.

User Testing 105

User Testing Customer Experience Customer Feedback Data Visualization 105

Userpilot

JULY 4, 2022

Why should you adopt a customer-led growth strategy in your SaaS? Is it possible to increase user engagement by focusing on a customer-led growth strategy and hit the metrics you are hoping for? Specifically, we’ll consider: Three reasons why the customer-led growth approach is the best go-to-market strategy.

Feedback Software 119

Feedback Software Analytic Tools Customer Feedback Customer Experience 119

Product Takeoff

MARCH 19, 2019

Every product has a lifecycle of Introduction, growth , maturity and decline.With digital disruption in the market place it is very critical that we design products that stay in the growth phase for a longer period of time. Just six days later , Tesla announced a new policy at supercharger stations across the US designed to correct the issue.

User Testing 207

User Testing Product Research Research Software Feedback Software 207

Userpilot

MAY 6, 2024

If you use social networking platforms (and who doesn’t), you already know what a user profile is. This article focuses on user profiles in the SaaS context. You will learn what it is, how it differs from a user persona, what data it may contain, and how to create it for your product using a product analytics tool.

Analytic Tools 105

Analytic Tools Data Visualization Feedback Software Research Software 105

Product Innovation Educators

APRIL 15, 2024

He is a four-time author including best seller “The Amazon Way” and “Think Like Amazon,” as well as a sought-after business advisor and keynote speaker. They created value propositions for customers by doing the exact opposite of what the industry did. It was all customer-unfriendly. Start with customer centricity.

User Testing 310

User Testing Product Manager Product Management Product Research 310

The Product Coalition

FEBRUARY 3, 2022

They want to know how to create a team that works diligently and creatively to serve customers and shareholders better. Working with your human resource partners and hiring managers, invest time in creating a great employee onboarding experience. Give space and time to connect with teams. Repeat it 10 times, if you must!

Technical Review 158

Technical Review Software Review Feedback Software Customer Experience 158