Building an App Customers Love:

How Engagement & LoyaltyDrive Customer Life Time Value

@APPTENTIVE @VIGGLE

Why take a Mobile First approach?

of apps are deleted within one month of being downloaded.

60%

…still use the app a year after downloading the app.

4%

Mobile customer experience is an after thought.(and the numbers show it)

How do you build an app that people love?

Listening.

Give Customers a Voice

What does listening & engagingwith customers mean for your

business?

Actively Listen & Engage

How does listening to customers affect ratings & reviews?

Why do ratings & reviews matter?

of people usually or always check ratings before downloading an app.

59%

…would consider downloading an app with a 3-star rating.

50%

Jumping from 1 to 5 stars effectively

multiplies app store conversion by 8.7

Jumping from 2 to 3 stars effectively

multiplies app store conversion by 3.8

Jumping from 3 to 4 stars effectively

multiplies app store conversion by 1.9

Ratings & reviews are important.

Yet, only 36% of those surveyed have left a review in the last 12 months…

What can app makers do to boost their ratings, reviews & LTV?

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

#CustomerLove

www.apptentive.com @rganguly

For a free consultation about yourapp from the mobile CX experts visit:

info.apptentive.com/freeconsult