We know it’s not business as usual right now, and we’re here to help. Check out our latest COVID resources.

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

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

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

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

Customer Experience

Three Lessons from London’s Top Marketing Experts

Alex Troyer  //  February 4, 2020  //  2 min read

Last week, part of Team Apptentive made its way over to London to host an Afternoon Tea at the Ritz. Our panel of marketing experts shared their takes on some of 2020’s hottest marketing trends such as personalization, AI/automation, and customer retention and loyalty. The rest of the afternoon was spent discussing marketing strategies in small groups and learning from one another.

Here are our three main takeaways from those discussions:

1. Customer experience (CX) has taken center stage.

Both marketers and product leaders prioritizing CX more than prior years. With so many customer communication channels and new technologies, creating a consistent CX has become harder – and more important – than ever. Brands must be proactive and clever, always putting the customer and their needs first.

The old customer experience model vs the new customer experience model

2. Most people aren’t doing enough to foster and amplify the voice of their most loyal and valuable customers.

The cost of acquiring a new customer is substantially more than retaining a current customer, so customer loyalty and retention is critical to your brand’s health. So, why aren’t we doing more? That was a question everyone seemed to struggle to answer. We’ll be interested to see what 2020 holds as brands attempt to reduce churn and reprioritize loyalty initiatives.

3. The lines between personal, authentic customer communication and technologies such as machine learning are blurring.

We live in an exciting time where technologies are evolving and intersecting rapidly. AI and social programmatic algorithms help brands increase their marketing reach and find new customers. But have we lost sight of actually listening to our customers? Our data shows that brands only hear from roughly one percent of their customer base. No matter the technology, that’s simply not enough data to make informed decisions that accurately represent the voice of the customer. How can we start putting the customer first again and proactively listening to them? Brands need to reach out, engage, and make customers feel valued. Show them you’re paying attention to what they care about.

Silent Majority
All three of these takeaways have on thing in common: proactively engaging with and listening to your customers is critical. Technology changes constantly, tools keep evolving improving, and the next “big thing” is getting coded right now. But your customers will always have a voice – you just need to listen.

If you were at our London Afternoon Tea event, we’d love to know what your key takeaways were and what strategies you brought back to your company. Let us know!

Ready to get started reaching more of your customers, improving customer experience, and enhancing your mobile marketing? Get started with Apptentive today. 

About Alex Troyer

Alex Troyer is Apptentive’s Event Manager. She loves throwing company-wide events, as well as traveling to different trade shows, roadshows, and special events. Troyer’s goals for every event attended and hosted include getting great ROI, expanding her network, and of course, showing #customerlove.
View all posts by Alex Troyer >

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Let’s Connect

Sign Up for Our Newsletter

Stay up to date with the latest product management and mobile marketing news.