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

The Product Manager Coach Blog

JANUARY 14, 2025

Address Pain Points Proactively: Regularly ask for feedback to show you value their input and are ready to adjust course. Resource Alert: Explore How to Lead in Product Management by Roman Pichler for actionable advice on stakeholder engagement. It shows youre thoughtful, analytical, and focused on results.

Data Visualization 93

Data Visualization Customer Feedback Strategy User Friction 93

UX Planet

MARCH 9, 2025

This can include user research and discovery, heuristic evaluation, and results of usability testing. Pain points : If youre going to redo the functional logic of your product, you should definitely add customer pain points. Example of pain points that offline shopper experiences.

Product Research 115

Product Research Research Software Feedback Software User Testing 115

Product Talk

APRIL 9, 2025

Customer-facing APIs are products. When engineers encounter friction when learning a new API, it reduces their likelihood of having success with your product. You want customers to get value from your product as quickly as possible. The easiest way to fix this is to test your documentation with real customers.

Product Research 133

Product Research Software Review User Testing Technical Review 133

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Customer Experience 223

Customer Experience User Friction User Testing Technical Review 223

Intercom, Inc.

NOVEMBER 30, 2021

Customer support is more business-critical than ever. But in today’s fast-paced world, your customer support can only be as effective as the technology that underpins it. Study after study shows that the vast majority of support teams are unhappy with their current customer support tech stacks. The future of support is here.

Technical Review 249

Technical Review Feedback Software Analytic Tools Reporting Tools 249

The Product Guy

FEBRUARY 27, 2020

The kiosks help thousands of customers by providing valuable information and generate a significant portion of the revenue for the company. We realized we did not have the experience and resources to build the product during our first sprint. The engineering team is a valuable resource for determining product feasibility and timeline.

User Testing 419

User Testing Weak Development Team Product Research Customer Experience 419

Alchemer Mobile

AUGUST 19, 2024

“We’re not competitor-obsessed, we’re customer-obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos, founder of Amazon. For product managers, the path to success—both on an individual level and for the company as a whole—depends on a deep understanding of their customers.

Product Research 172

Product Research User Testing Customer Feedback User Friction 172

Product Innovation Educators

OCTOBER 16, 2023

It’s an organizational issue—moving quickly to beat competitors and keep up with changing customer preferences. When companies take the time to design products that match what the customer needs, profits soar, customer satisfaction (and retention) soars, and employee satisfaction gets a nice uptick too.

User Testing 285

User Testing Customer Experience Product Research User Friction 285

Product Talk

AUGUST 18, 2021

Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout the decision-making process. Good product discovery includes the customer throughout that process. Good product discovery includes the customer throughout that process. Tweet This.

Product Research 328

Product Research Research Software User Testing User Friction 328

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Data Visualization 209

Data Visualization Reporting Tools Analytic Tools Technical Review 209

The Product Guy

MAY 21, 2018

The big vision was clearly overwhelming – we wanted to change how customers interact on the site; we wanted to build the brand new structure to support a new type of customers, to build the internal admin functions to facilitate internal efficiency; and we wanted to holistically rethink everything to link all the above components.

User Friction 261

User Friction Customer Experience Vision Technical Review 261

Userpilot

OCTOBER 31, 2024

Product analytics refers to the process of gathering and analyzing data on how users interact with a product. It tracks key metrics such as feature usage , user flows, and behavior patterns to explore user preferences and pain points. Lack of team resources. Why should you have a product analytics strategy?

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Onboarding KPIs 105

Userpilot

NOVEMBER 7, 2024

An interactive demo is a self-guided walkthrough that uses tooltips, modals, hotspots, and other interactive elements to help users quickly explore your SaaS product. Before we discuss the steps for creating interactive demos, let’s explain some of the benefits so you can see why this marketing asset is not a waste of resources.

Demo 103

Demo Analytic Tools Feedback Software Research Software 103

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

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Product Talk

DECEMBER 1, 2021

You’ll still need to put a lot of time and effort into defining your outcome , setting up your product trio , creating weekly touch points with customers , and mapping the opportunity space. Introducing a regular cadence of touch points with customers is a new endeavor for the Collaboration Group at 99designs. Tweet This.

Product Research 319

Product Research Research Software Feedback Software User Testing 319

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

Product Innovation Educators

JUNE 24, 2024

From Nonprofit Leadership to Product Management Mary Baird spent a decade in various nonprofit leadership roles, handling a wide range of responsibilities, from donor development and resource management to program management and even website design. This diverse experience, she found, was not unlike working in a product environment.

Product Management 249

Product Management Product Manager User Friction Product Research 249

Intercom, Inc.

APRIL 29, 2020

As marketers, our job is to understand our customers – their hopes, their wants, their needs – and then communicate the value of our product in the context of their lives. At SaaStr Summit , I spoke about how businesses can adapt during these uncertain times by focusing on customer impact. Embracing a philosophy of change.

Customer Experience 228

Customer Experience User Friction Customer Feedback Data Visualization 228

The Product Guy

MAY 7, 2020

Often, this is due to resource constraints rather than a lack of understanding of a PM role. Also, in various organizations which have grown in product maturity, customer base etc., This role also focuses on increasing the retention rate for existing customers. As a first step, PM needs to define the strategy for the product.

Technical Review 398

Technical Review Product Management Product Manager Research Software 398

Userpilot

APRIL 16, 2025

Your customer information lives in Salesforce, while your support tickets are in Zendesk, your product usage data in Mixpanel, and your marketing campaigns in HubSpot. Data fragmentation prevents you from delivering the cohesive, personalized experiences your customers expect. The message feels careless, and the customer loses trust.

Data Visualization 105

Data Visualization Analytic Tools Feedback Software Reporting Tools 105

Alchemer Mobile

NOVEMBER 18, 2020

Even if business leaders have the desire to digitize, they must weigh costs versus resources versus necessity. When persuading decision-makers to adopt a digital solution, you must ask, is my solution a pain killer or a vitamin? Q: What holds companies back from prioritizing their investment in mobile customer experience?

Customer Experience 246

Customer Experience User Friction Data Visualization Transportation 246

Userpilot

APRIL 3, 2024

Wondering how to create a resource center for your SaaS product? A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support.

Feedback Software 105

Feedback Software Analytic Tools Research Software Data Visualization 105

Userpilot

MAY 26, 2024

A Customer Effort Score (CES) survey is a powerful tool for assessing how easy it is for customers to interact with your product. It helps you identify areas for improvement and enhance the user experience. Customer effort score calculation. CES surveys might not be enough to collect 360-degree customer feedback.

Customer Experience 103

Customer Experience Customer Feedback Product Research User Friction 103

Userpilot

SEPTEMBER 2, 2024

Now, imagine applying this level of understanding and customization to your marketing strategy. A customer-led marketing strategy is about transforming your approach to reflect the same level of personalization. It helps build customer retention and brand loyalty. Prioritize features based on what your customers need.

User Testing 111

User Testing Customer Feedback Customer Experience User Friction 111

Intercom, Inc.

JULY 26, 2022

C ustomer experience (CX), or consumer experience, is the result of every interaction or touchpoint a customer has with your brand – both with your people and your products. . Think of CX as each moment of engagement along the customer journey. What is a customer service experience?

Customer Experience 138

Customer Experience User Friction Data Visualization Customer Satisfaction 138

Userpilot

AUGUST 30, 2024

Customer insights enable SaaS teams to understand them better and build products that satisfy their genuine needs. From the article, you’ll learn about different kinds of customer insights (from product analytics and only) and the benefits of gathering them. Let’s dive right in! Book the demo to find out how!

Data Visualization 105

Data Visualization Customer Feedback User Testing Analytic Tools 105

Userpilot

JULY 9, 2024

What is a customer experience management strategy? We also share best practices for product teams seeking to optimize their strategies and enhance customer engagement throughout their journey with the product. Implement tactics to enhance customer experiences at various touchpoints. Why is it important? How to create it?

Customer Experience 111

Customer Experience User Testing Research Software Analytic Tools 111

Alchemer Mobile

AUGUST 26, 2024

“The aim of marketing is to know and understand the customer so well that the product or service fits them and sells itself.” – Peter Drucker, founder of Drucker Institute For marketers, success depends heavily on a deep understanding of their target audience. What additional content or promotions are customers eager for?

User Testing 113

User Testing Customer Feedback Feedback Software Customer Experience 113

Product Innovation Educators

JULY 27, 2020

She calls FAST goals a winning methodology as it enables you to win, solving problems and creating value for customers. 13:15] Let’s walk through an example of using FAST Goals to improve customer experience at an airport. Our top goal is to improve customer experience at the airport. How does it align? Innovation Quote.

Research Software 245

Research Software Healthcare User Friction Travel 245

Product Innovation Educators

SEPTEMBER 16, 2024

This approach focuses on understanding customer needs, generating quality ideas, and turning those ideas into real value. It’s what helps create products that customers love and keeps companies successful in the long run. Staying Close to Customers A big part of successful innovation is keeping a close connection with customers.

Research Software 301

Research Software Feedback Software User Testing Analytic Tools 301

Userpilot

OCTOBER 7, 2024

What is an end-to-end customer experience? It’s the complete customer experience that covers all the interactions between a user and your business, from initial contact to post-purchase. Why is an end-to-end customer experience important? Why is an end-to-end customer experience important?

Customer Experience 105

Customer Experience Data Visualization Customer Feedback User Testing 105

Userpilot

FEBRUARY 25, 2024

Using a product with a lot of customer friction is like wearing uncomfortable shoes. In the article, we show you how to identify and reduce customer friction in your SaaS product to boost product engagement. TL;DR Customer friction is the obstacles that customers face on their journey with the product.

Data Visualization 104

Data Visualization Analytic Tools Research Software User Friction 104

Userpilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Offer personalized onboarding experiences to help users quickly realize product value.

Data Visualization 105

Data Visualization Embedded Analytics Analytic Tools Customer Feedback 105

Product Talk

JANUARY 31, 2024

We started continuous discovery in two areas—doing more interviews with our users and focusing on opportunities instead of solutions. Tweet This Setting up and conducting interviews was relatively easy because it didn’t take a lot of resources and they had support from their product leader.

Product Research 298

Product Research Reporting Tools Feedback Software Customer Communications 298

Mind the Product

APRIL 16, 2020

The plan was to build a low-cost Minimum Viable Product (MVP) to validate the idea of social payments before adding any resources. The pitch went well and I was assigned a budget plus a single resource in a graduate named Venus (aka ‘the navigator’). to get what is actually a very simple product to the customer.

Weak Development Team 197

Weak Development Team Banking Customer Experience User Friction 197