A Look At Improving Mobile Customer Experience
What is Customer Love?
Customer Love has always held a special meaning for us at Apptentive, but as we roam the halls of Mobile World Congress this year, we’re proud to not be the only ones singing its praises. As mobile app developers and thought leaders flock to Barcelona for the world’s premier mobile industry event, it’s hard not to notice this year’s predominant focus on the customer experience. Y&R’s Global CEO perhaps stated it best in his keynote address: “It’s not digital first. It’s not mobile first. It’s people first.”
As we reconnect with many of our own customers at MWC and talk to countless other companies that have made their customers a priority, we’re reminded of why we’re in business in the first place – for our customers, and for their customers.
You may have heard us throw around the phrase “Customer Love.” But before it gets relegated to the list of CX buzzwords, we wanted to take the time to explain what it means to us and how this philosophy drives everything we do as a business.
We asked a few members of the Apptentive team what Customer Love means to them and how it plays into their work. Check out what they had to say:
“Customer Love is the key to our approach to our customers, our business and our team. It’s something we strive for every day, because we view love as an act. We know that we have to invest our energy and time in truly demonstrating our love for our customers, to make sure that they feel our care and attention on an ongoing basis.”
– Robi Ganguly, Apptentive CEO
“The best relationships work when those involved are able to stop talking long enough to listen to what the other person needs. Customer love is the same. Its about giving your customers time and space to tell you what they really need, the parts that make them delighted and the places they are frustrated with your product or service.”
– Tricia Cervenan, Product
“Silence, a tranquil gaze- not even aware that we even exist beyond the slight agitation of a loading screen- so overwhelmingly content with what is provided that the world melts away as you are swept up in your activities with no more friction than fingers to a screen.”
– Matthew Callis, Front End Development
“I have the privilege of working with many of our customers first-hand on a daily basis (and I truly do mean privilege!). For me, #CustomerLove means taking the time to really understand each person’s or company’s specific needs and providing genuine care and advice to address those needs. #CustomerLove is what drives the Apptentive team to get up early to take calls from customers in other countries and to work through the weekends. We are compelled to provide the best product and services to our customers because we are truly vested in the success of each individual company.”
– Christy Culp, Customer Success
“Great communication is key to a successful relationship, but to achieve #CustomerLove, it needs to be a 2 way street. If your customer is frustrated, make it easy for them to explain ‘why’ before rambling off a solution to the problem. Customers want to be heard and the more you listen, the more they will understand that you love them too. (PS: Shout out to my lovely wife Rachel, and to the Apptentive customers who make it possible for me to do what I love!)”
– Red Russak, Sales & Business Development
“Customer love begins with the genuine understanding that on the other side of your screen is another, living, breathing, thinking human being. That app was made by people who care, and it’s being used by people who have invited this software into their lives. Once you really realize it’s people on the other side, customer love is sure to follow.”
– Andrew Crocker, UX & Product Design
“#CustomerLove starts with listening. Customer Love is about listening to customers, taking their feedback, and delivering value to not only customers, but customers’ customers. It is also about anticipating future needs in order to surprise and delight.”
– Emily Carrion, Marketing