LATEST POSTS

How The Growing Importance of Customer Retention is Changing Product Management

BY Matei Culcer on September 24, 2020

The SaaS industry is undergoing a quiet revolution. Competition is increasing, products are becoming less differentiated, customers are becoming less loyal, and the cost of acquiring new customers is rising year after year. It’s within this landscape that retaining existing users has become just as important as acquiring new ones. This article focuses on the […] Read more »

Beware the Tyranny of Customer Feedback

BY Adam Thomas on September 3, 2020

The customer is always right – right? This adage – one that many of us grew up with – is a guiding principle of product development. If we can just listen to the customer – if we just give them what we want, our path to product success can’t be too far off. Isn’t that […] Read more »

How Bloom & Wild made customer experience more thoughtful: A Case Study

BY Joe Tinston on March 2, 2020

Thanks to feedback from their customers, the team at Bloom & Wild discovered that they could make a truly impactful product change without the need for complicated features. All they had to do was listen. Overview Bloom & Wild launched as an online florist in the UK in 2013. We use an innovative format, so that flowers […] Read more »

How we Created a Successful Weekly User Feedback Program

BY Laure Parsons on June 1, 2018

If you’re a product manager, UX researcher, or startup founder, you know how valuable customer feedback can be. You’ve probably heard the current buzzword “continuous delivery” and recognise that learning about your users’ problems and experiences on an ongoing basis makes for better, more creative, and effective product decisions. You no doubt have also discovered how time-consuming getting this […] Read more »

Diogo Coutinho - AI in the Real World

BY James Gadsby Peet on March 9, 2018

Summary: Done properly, applied artificial intelligence (AI) can enhance the user experience across your product – providing value for your users and your organisation. However, you need to allow your users to make the final judgement, spend time training your model, build in feedback loops and be transparent about how you’re using AI. How to […] Read more »

How to Win Enterprise-User Buy-In - Eric Menzie

BY Chul Kwon on May 18, 2017

Eric Menzie, CRM Head of Product at Wells Fargo Securities, talks to ProductTank New York about How to Win Enterprise User Buy-In. Eric shares six important User Buy-In lessons that are applicable to both enterprise and consumer product management. #1 Find out What Really Matters “If I had asked people what they wanted, they would […] Read more »

How Guerrilla Research Can Improve Your Product

BY Chris Massey on February 3, 2017

Guerrilla feedback can be invaluable for the success of your product. Monal Choksi explains what guerrilla research is, what it isn’t, why it’s useful, and how to fit it alongside your other user research and product development practices. Guerrilla research gathers fast, low cost information from users, and allows you to develop a quick “gut […] Read more »

The Most Effective Research Tools for Gathering Customer Feedback

BY Linda Escobar on July 6, 2015

It’s no surprise that product teams at companies large and small are increasingly emphasizing methodologies to capture customer feedback early and often. Generating feedback is critical to becoming a user-centric organization, and the chart below illustrates the overwhelmingly positive stock performance of the top 10 companies on Forrester’s Annual Customer Experience Ranking when compared to the […] Read more »

Getting Value From Customer Testing

BY Jon Dobrowolski on December 2, 2013

A customer testing group can provide value in a variety of situations, ranging from a gut-check to getting long term deep insight. Here’s a guide on how user testing and consultation, alongside a tiered approach to segmenting your customers, can add value to your role as a product manager. Continuous User Testing & Consultation When […] Read more »

User Feedback, The Google+ Way

BY Sam Collins on July 25, 2011

Direct feedback from users of your product is an essential part of product management. While analytics will provide heaps of data to infer what users are thinking, direct feedback from users adds another dimension to this data. And Google seems to have upped the stakes recently. This is a look at one of the most important aspects […] Read more »