A customer just signed up for your product and is giving you the chance to give him a good first impression. In that moment, you have to make sure you set their expectations high and communicate with them how your product can meet their goals. Not only does the first impression need to be a smooth experience, it should also be engaging. If they signed up, tried out your product, and never came back, you lost them forever.
Onboarding new users is probably one of the most important, yet underrated processes taken into consideration when building a new product. If done correctly, it can increase your retention rates dramatically. If done poorly, your potential clients will leave and never come back. Yes, onboarding users is harder than you think and there are many pitfalls you’ll need to avoid. Many product managers and success managers think that the onboarding process starts with the product’s homepage or log-in screen. The process actually starts with first contact – it can be … Read More
Tony Hsieh, founder and CEO of Zappos once said: “We believe that customer service shouldn’t be just a department; it should be the entire company.” Tony’s Zappos is one the biggest poster brands for putting the customer experience, service and support at the top of their value hierarchy. They have revolutionized the way e-commerce sites communicate and support their customers and set a new bar of expectations on what good service looks and feels like. Customer experience, service and support only recently became mainstream as a core company culture for many … Read More
Collecting user feedback when conducting user testing is key in improving your product. The problem is that your users are most likely lying to you about how they use or feel about your product. They’re not doing it because they’re evil. They are doing it because they can’t help it. There are 4 common reasons users fail to give you real answers:
Today – we are happy to announce our first eBook: Get the Most Out of Your User Session Recordings: 10 questions every product manager should ask The way users experience your product can mean the difference between high and steady retention, improvement in conversion rates and eventually your financial bottom line. It can be the key to your product growth. Yet, many product managers fail to put the right emphasis on tracking and analyzing the actual experience their users go through.
Many of us already know how important it is to understand our user’s experience to create great design. Still, not many product managers utilize User Recordings to provide a better experience for their users. Creating a site with great user experience means that people are able to figure out what’s on your site, how to navigate it, get what they want, and leave. When you make it easy, that also means they’ll come back. One way to ensure that this is at the forefront of your team’s mind is to … Read More