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2020 Mobile App Engagement Benchmark Report

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We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

The Five Stages of Reducing Mobile Customer Churn

Retention is a top priority for mobile marketers. Our new five-step framework is here to help you improve your existing strategy.

Download Now

Guide

View resource

Guide

2020 Mobile App Engagement Benchmark Report

Apptentive’s annual mobile app engagement benchmark report serves as a baseline to help app publishers across categories understand their app’s engagement strengths and areas for improvement.

Download Now

Mobile Marketing

Customers who talk to you trust you more

Robi Ganguly  //  April 4, 2011  //  3 min read

Do you like to be trusted?

Of course you do – who doesn’t appreciate being trusted?

Do you like being trusted by your customers?

You should.clip_image002

Are you?

If you’re not working at it, probably not Sad smile

As app developers, most of us don’t really have a clear understanding of why people choose some apps and not others. We wonder why Angry Birds blows up while another favorite game of ours languishes in obscurity. We cross our fingers, hoping that someone large and influential will talk about our app and share it, giving us the boost we’ve been waiting for in order to meet with massive mainstream success.

What we’re hoping for, really, is a recommendation by a trusted source: be it Apple, Gruber or one of the great tech publications everyone’s vying for some page space on.

Hope is not a strategy

While we wish that you all could get that kind of recommendation, we take a much more pragmatic approach here at Apptentive. We believe that if trust convinces app customers, then app developers need to work at cultivating trust, daily. Each and every one of us should be thinking about how to become trusted developers, people who hold an almost emotional place in the customer’s mind when they think of our applications and our relationship.

Here then, are 5 simple ways you can work to make customers trust you:

  1. Be nice
    When they have questions, answer them politely, professionally and most of all, nicely. Especially if they’re not being nice
  2. Pay attention
    When they say something, listen. Take it in, think about it, ask questions. Show that you care about what they have to say
  3. Look out for their best interests, not just yours
    We believe that app developers are always serving their best interests by looking out for their customers’ needs. Make sure that you’re putting yourself in your customers’ shoes and make it clear to them that their needs matter
  4. Be honest
    If you disagree with a customer or won’t be able to meet their needs, there is nothing wrong with communicating about it. Remember to be nice, but people who are direct and honest garner trust because their stance is understood.
  5. Follow-up and stay in touch
    When customers raise issues and ask questions, they’re typically hoping to be heard. If you make sure that they are heard and then take the extra step to follow-up and express ongoing interest in them, they’ll be blown away. Aim to exceed their expectations.

Plan for success: earn your customers’ trust

Think about those 5 steps and ask yourself – are they very hard to execute on? For most of us, it’s a matter of focusing on these steps and making them habits when dealing with customers. It’s also often a matter of enabling yourself to become trustworthy, by enabling communication with your customers in your apps.

That’s why we’ve built Apptentive, really. We want you to become trusted developers who hold a special place in your app customers hearts.

If you haven’t already signed up for Apptentive, take us for a spin today, and start talking to your customers!

You don’t have to take our word for it though

Some other smart people talking about customer trust:

About Robi Ganguly

Robi Ganguly is the Co-founder and CEO at Apptentive. He is passionate about giving customers a voice via mobile. Follow Robi on Twitter @rganguly.
View all posts by Robi Ganguly >

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