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Guide

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The Five Stages of Reducing Mobile Customer Churn

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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.

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Unforgettable Quotes from the 2018 Customer Love Summit

Ashley Sefferman  //  July 24, 2018  //  5 min read

Our second annual Customer Love Summit was jam-packed with information on customer communication, product management, customer-centric strategies, and more. From actionable advice, to insight into decision making strategies, and everything in between, our speakers dropped some serious #customerlove knowledge.

Before we go into detail on the topics covered and advice shared, we want to bring you the highlights. Here are some of our favorite quotes from the day.

On customer feedback

“There is no such thing as too much feedback. Feedback is the single best leading indicator you have is to whether or not you’re doing the right thing.”
—Mike Hilton, Chief Product Officer at Accolade & Co-founder of Concur

“Understanding both qualitative and quantitative data is key to mobile success. We need a high volume of data to get the full picture of the problem. If I speak with 20 people, I’ll understand the quantitative data much better. I’ll understand the why.”
—Keerthi Thiruvazhi, Director of Digital Product Management at Starbucks

Attendees at the 2018 Customer Love Summit.

Attendees at the 2018 Customer Love Summit

“Most customer feedback is reactive, but if you can proactively get in front of customers before they go to leave feedback, everything becomes easier.”
—Robi Ganguly, CEO & Co-Founder at Apptentive

On product management

“Product management is the intersection of business, design, and technology, which is one way the value of PMs is rising in all industries.”
—Sandeep Prasad, Head of Mobile at Spirit Airlines

Product management panel

Sandeep Prasad, Head of Mobile at Spirit Airlines; Lauren Chan Lee, Principal Product Manager at Care.com; Richard McNerny, Product Manager of Mobile Products at JetBlue Airways; and Ren Fischer, Sr. Marketing Manager at Apptentive

“Two tips to get more budget for your product management team: 1) You have to ask for it, because you don’t get what you don’t ask for. 2) Be as specific and actionable with your request as you possibly can, and always use data to support.”
—Lauren Chan Lee, Principal Product Manager at Care.com

“Learn from your failures. Find another way to pivot. Failure keeps the role fresh, and inventive, and new. Once I came to terms with that, it was easier to push harder and bounce back quicker.”
—Richard McNerny, Product Manager of Mobile Products at JetBlue Airways

Hetal Patel, Vice President of Consumer & Corporate Insights at iHeartMedia

Hetal Patel, Vice President of Consumer & Corporate Insights at iHeartMedia

“There are three P’s of data: Product (get all your data in one place), Process (not waiting for perfection), People (agile thinkers embedded in the business).”
—Hetal Patel, Vice President of Consumer & Corporate Insights at iHeartMedia

On trust

“Trust is everything, and trust and love are not very far apart from one another. Digital engagement makes it tougher to build trust, and it’s really hard [for brands] to earn. The biggest trouble with trust in the digital world is that it’s been destroyed before you even realize it. Even the greatest companies who focus on delighting customers screw up sometimes, and a big way to build trust back is to be honest about it.”
—Mike Hilton, Chief Product Officer at Accolade & Co-founder of Concur

Sasha Kai Parker, Digital Product Leader at Disney

Sasha Kai Parker, Digital Product Leader at Disney

“One chance to make a good first impression is actually just 7 seconds.”
—Sasha Kai Parker, Digital Product Leader at Disney

“Regardless of industry or medium, trust is key to any customer transaction. Humans inherently desire trust as basic need, so how do you design your product or service for trust?”
—Kacie Wise, Senior UX Researcher, Global Mobile at eBay Classifieds

On loyalty and retention

“We say to our customers, ‘If you want to be loyal to us, we want to be loyal to you.’ It helps us give them what they really want through the product.”
—Landon Ainge, Senior Product Manager at Overstock.com

Fireside chat

Landon Ainge, Senior Product Manager at Overstock.com; Robi Ganguly, CEO & Co-Founder at Apptentive; and Michael Katz, CEO & Co-founder of mParticle

“When you strip out everything else and just do what is best for the customer, everything falls into place. It becomes very obvious [to partner with other service providers].”
—Michael Katz, CEO & Co-founder of mParticle

Susan Sandberg, Senior Customer Engagement Executive at SAP Concur

Susan Sandberg, Senior Customer Engagement Executive at SAP Concur

“The only thing that helps us retain customers is to be an innovation leader, which means we need to constantly bring new value to our customers. And retention is completely different than engagement. Retention starts with the very first engagement and in every other engagement with the customer, you are reinforcing their decision to use your company.”
—Susan Sandberg, Senior Customer Engagement Executive at SAP Concur

On customer experience and engagement

“The digital experience of Starbucks is not the product. The digital experience needs to support the product in order to be effective. It can be tough to remember because it feels, and is, so important, but at the end of the day, coffee and tea are our products, not the mobile app.”
—Keerthi Thiruvazhi, Director of Digital Product Management at Starbucks

Attendees listen to one of this year’s incredible speakers

Attendees listen to one of this year’s incredible speakers

“By showing customers what they loved BEFORE showing them the message that was most important to us, we saw a 300% in engagement and 9% in shopping behavior.”
—Lisa Hillmann, Director, Digital Experience at T-Mobile

On customer love

“Customer love is listening to, engaging with, and bringing in early for beta and iterating on customer love from your promoters. We do this so they feel loved, feel heard, and to gain their trust.”
—Keerthi Thiruvazhi, Director of Digital Product Management at Starbucks

Fun at the post-conference happy hour

Fun at the post-conference happy hour

“When it comes to customer love, giving customers a voice is the most important piece. To be heard, to be validated, to be understood, and to be responded to matters.”
—Robi Ganguly, CEO & Co-Founder at Apptentive

__________________________________________________

A massive thank you to our exceptional speakers, attendees, production team, and event coordinators. We loved spending the day with you, learning together, and connecting with you over #customerlove. We’re already counting down the days until next year’s conference!

Over the next few months, stay tuned here on the blog for additional conference content, including speaker videos, interviews, bonus material, and more.

About Ashley Sefferman

Ashley Sefferman is Head of Content at Apptentive. A digital communication and content strategy enthusiast, she writes about multichannel engagement strategies, customer communication, and making the digital world a better place for people. Follow Ashley on Twitter at @ashseff.
View all posts by Ashley Sefferman >

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