Closing the Customer Experience Gap With Mobile
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Transcript of Closing the Customer Experience Gap With Mobile
of brands believe they’redelivering an exceptional
customer experience.
75%
…but onlyof customers agree.
36%
Problem #1: You don’t have a mobile presence.
Meet your customers where they already are
Customers want to be messaged and engaged –and prefer mobile communication
Mobile analytics, location data, and messaging capabilities allow you to replicate your renowned customer experience
in app
“I fear the day that technology will surpass our human interaction. The world will have a generation of idiots.”
- Albert Einstein
Engaging With Customers In-App Is Powerful
Surveys
Get Answers.
Find out why your
customers feel the
way they do
Message Center
Two Way Conversations.
Gather feedback, solve
problems and develop
meaningful relationships
Ratings Prompt
Feel the Love.
Get people who love
your app to rate it in
the app store
Feedback
Delivered To You.
Negative feedback
delivered to you instead
of the app store
Engaging With Customers In-App Is Powerful
Surveys
Get Answers.
Find out why your
customers feel the
way they do
Message Center
Two Way Conversations.
Gather feedback, solve
problems and develop
meaningful relationships
Ratings Prompt
Feel the Love.
Get people who love
your app to rate it in
the app store
Feedback
Delivered To You.
Negative feedback
delivered to you instead
of the app store
20%Response Rate vs. 10% online
11xMore Reviews
+1.5 More Stars
Longer Responses
More Data
Keeps Customer in app
More Personal
Faster Response Times
Re-EngagementMechanism
• Make it easy to listen
• Give yourself the ability to respond
• Design for feedback & communication
• Emphasize Relationships
• Earn and Cultivate Love
• Seriously.
Some Guiding Principles
www.apptentive.com @rganguly
For a free consultation about yourapp from the mobile CX experts visit:
info.apptentive.com/freeconsult
• Guide to Measuring LTV & Increasing Ithttp://www.appdevelopersalliance.org/app-developers-guide-to-measuring-customer-lifetime-value-know-your-users-increase-revenue/
• The Math of the App Businesshttp://www.apptentive.com/blog/the-math-of-the-app-business/
• Context Marketing for Mobile Appshttp://www.apptentive.com/blog/context-marketing-is-the-new-content-marketing/
• Cutting Costs With Retention Marketinghttp://www.apptentive.com/blog/cutting-costs-with-retention-marketing/
• The Guide To Customer Retention for Mobile Appshttp://info.apptentive.com/customer-retention-for-mobile-apps
Additional Resources