How to Earn Customer Love in the Mobile Age - Apptentive at MoDevEast
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This is Robi Ganguly's plenary talk at MoDevEast, held December 2013 at the Gannett Center. The focus of the talk is how companies can really connect with the people they do business with through mobile devices. Emphasizing the human connection and the uniqueness of the mobile channel, it explores why "Users" is a term that needs to disappear and why customer love is just a conversation away for most companies.
Transcript of How to Earn Customer Love in the Mobile Age - Apptentive at MoDevEast
@apptentive [email protected]@rganguly
We LOVE our phones
USERS
Who Are We Talking About?
Who Are We Talking About?
A Communication Device
But Really… A Connection Device
Is Your Company Connecting?
What Do These Companies Share?
Well, They’re All From the Same Rainy City
But Really, They All Love Their Customers
Most Companies Aren’t Listening
Customers Crave to Be Heard
70%Of dissatisfied customers will
return if their complaint is resolved favorably
The Culture & Approach Are Important
BUILD
MEASURELEARN
How Do You Know What Your Customers Want?
-App Reviews -Social Sites -News/Comments -Public Forums -Inbound E-mail -Surveys
…VOCAL CUSTOMERS!
Reality: You’re a Media Company
Find an audience, delight it, retain it and grow it
Customer Love is Much Better Than This
● Real world examples of customer
communications & positive outcomes from one
of the first million seller app developers
● Insights into how to implement listening and
communications capabilities in your mobile
apps
● How to manage change in your organization and
to get your colleagues on board
Join Us This Afternoon to Dive Deeper…
@apptentive [email protected]@rganguly
