How Mobile Closes TheCustomer Experience Gap

@apptentivewww.apptentive.com

Robi Ganguly@rganguly

You’ve built a Brand.

You’ve built an Experience.

But is it consistent across all channels?

If you’re like most,the answer is no.

of brands believe they’redelivering an exceptional

customer experience.

75%

…but onlyof customers agree.

36%

What’s missing?

MOBILE.

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

Problem #2: Your mobile customer experience is an after thought.

(and the numbers show it)

Fortunately, there is a great opportunity.

Listening.

“I fear the day that technology will surpass our human interaction. The world will have a generation of idiots.”

- Albert Einstein

Give Customers a Voice

Give Customers a Voice

Actively Listen & Engage

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