How to implement & roll out mobile customer communications in larger organizations - MoDevEast 2013 Deep Dive
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The document discusses the significant growth of app downloads since the iTunes App Store launch and highlights the importance of customer retention in the app business. It emphasizes using in-app messaging and targeted surveys to gather feedback and improve user experience, with a focus on customer appreciation and communication. The conclusion stresses the value of respecting customer feedback to build loyalty and enhance customer satisfaction.
How to implement & roll out mobile customer communications in larger organizations - MoDevEast 2013 Deep Dive
- 2. We’re Still Just at the Beginning >100 BILLION App Downloads since the launch of the iTunes app store between JUST Android and iOS
- 3. 2 Huge Markets in 5 Years App creation is accelerating 775k # OF APPS IN APP STORE in 12/12 600k 900k in 6/12 600k 300k 100k 0 250k 250k in 5/10 in 7/11 in 11/09 in 7/08 0 7/08 1/09 6/09 12/09 5/10 10/10 2/11 7/11 1/12 6/12 12/12
- 4. Context: Website growth 100k # OF WEBSITES GLOBALLY in 1/96 100,000 10k in 12/94 1,000 623 in 12/93 100 50 1 in 12/92 in 12/90 0 1990 1991 1992 1993 1994 1995 1996
- 6. The Huge Issue: Retention
- 7. The Math of the App Business
- 9. Tools Ratings Prompt Feedback Surveys Message Center Feel the love. Ensure only happy customers rate your app in online stores. Keep it real. Use in-app messaging instead of email for valuable customer input. How are we doing? Have a finger on the pulse of your community in-app. Relate and delight. Create a conversational experience your customers will love.
- 10. Now…. What’s the Downside?
- 11. Tools See the love. Track key metrics for your apps in a single view. DASHBOARD CHANGE MANAGEMENT TARGETED SURVEYS CONVERSATIONS
- 12. Tools Changes on the fly. Modify ratings prompts in real-time, no coding required. DASHBOARD CHANGE MANAGEMENT TARGETED SURVEYS CONVERSATIONS
- 13. Tools Targeted Surveys. Manage targeted surveys and export responses from our custom dashboard. DASHBOARD CHANGE MANAGEMENT TARGETED SURVEYS CONVERSATIONS
- 14. Tools Managed Responses. Get feedback with full context and import to your CRM system. DASHBOARD CHANGE MANAGEMENT TARGETED SURVEYS CONVERSATIONS
- 15. 20 MILLION AN IAC CUSTOMER BASE COMPANY
- 24. What happens when you listen to your customers?
- 25. Graduate from Anecdotes to Trends & Patterns
- 27. Focused… but?
- 28. Where is Learning & Empathy?
- 29. Out of Touch = Frustrated & Burnt Out
- 30. Hearing from Customers Rules
- 33. Big Brands need help…
- 35. Minimize Behavior Change Customer Support / Helpdesk Tools New Listening Capabilities
- 36. Mobile Should Feed Your BI
- 37. Mobile Will Eventually Feed Your Other Systems
- 38. Other Internal considerations • Engineering empowerment: – Give them full ownership over the code that goes in the apps – Involving engineering more deeply in the process allows them to drive innovation as opposed to being told about changes
- 39. Build vs. Buy: Focus on your product
- 40. Visit Urbanspoon: Love is Now a KPI
- 41. Results: More Satisfied Customers Our most engaged apps saw an average increase in ratings by 1.4 stars and a 265% increase in reviews. The average survey response rate is almost 50%!
- 42. Some simple tips ● Say thank you. Appreciate the time they invested. ● Apologize. ● Try to solve the issue. Communicate that you care to solve it. ● Follow-up. ● Empower / reward those who become evangelists.
- 43. Conclusions ● Have respect and empathy for the customer and they’ll respect you back ● Acting upon the customer’s feedback is powerful and necessary ● The Goal: Earn and Cultivate Customer Love ● Seriously.
Editor's Notes
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