Creating Meaningful Customer Relationships In App
Apptentive’s Robi Ganguly recently sat down with The App Guy Podcast‘s Paul Kemp to discuss mobile’s role in creating deep and meaningful customer relationships and shed some light on what it’s like to work in Seattle’s vibrant startup scene.
Apptentive started with a big vision – to bridge the online or in-store experience with the in-app experience. For Robi and the rest of the team, this came down to crafting and fostering customer relationships:
- Listening for signals of what your customers are thinking;
- Using the power of customer communication to meet and exceed expectations; and,
- Seeking out new opportunities to delight your customers regardless of what channel they’re in.
In the podcast, Robi expands on this vision with an explanation of how in-app communication can power meaningful and reciprocal customer relationships, and Apptentive’s role in the process.
By providing a channel, in app, for one-to-one feedback, mobile publishers can reach a much better understanding of the customer experience through surveys, prompts, and messaging capabilities.
If the incoming feedback alludes to a negative customer experience, Robi explains, publishers can use these insights to figure out ways to improve the app and dive deeper into customer problem solving. By stepping in and dealing with negative feedback before it makes its way to an app store rating or review, publishers can curb the subsequent effects of negative word-of-mouth and deal with customer issues in a private manner. And, if feedback points to a more positive experience, you’ve just uncovered an opportunity to foster a reciprocal relationship – turning customers into evangelists. Regardless, unlocking the voice of the customer is a win-win for both customers and companies.
Listen to the podcast at TheAppGuy.co.