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

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

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

Customer Emotion & Sentiment

Target Mobile Customers Using Their Emotions

Ron Stevenson  //  October 20, 2020  //  3 min read

How would you act if you could predict when customers were ready to leave?

For marketing leaders goaled on retention, growth, and customer experience, knowing how customers feel is as important as knowing what they think. Most large companies rely solely on surveys to solicit customer thoughts about recent transactions, or gauge the likelihood of future loyalty. Yet the best predictor of future behavior really is the emotion that customers feel after interacting with a brand.

Most product leaders believe they measure emotion and sentiment when in reality, the metrics they rely on don’t tell a complete customer story. And measuring and acting on mobile customer sentiment correctly is critical to customer experience success. In order to measure sentiment correctly, you must also capture and understand the emotions that drive it; you can’t have one without the other.

As mobile becomes the essential channel during these challenging times to maintain an always-on, always-present connection with your consumers, it’s critical to tap into that emotional pulse. Acting on emotions in real-time often makes the difference between achieving brand goals and falling short.

Fan Signals, User Experience

Introducing Fan Signals® from Apptentive

Fan Signals is a new technology just released from Apptentive that provides brands with unique, new emotion data that spans consumers’ mobile journeys. This data can be used either inside or outside the Apptentive platform to enrich customer intelligence, and enable timely response and re-targeting—all based on expressed emotions and feedback.

Apptentive clients have long utilized our Love Dialog™ interactions to hear from a higher volume of consumers, and successfully gauge customer love in the moment. Now, based on Love Dialog responses over the span of time, Fan Signals automatically segments your mobile customers into one of six possible groups as new or repeat Fans, or identification as consumers at different levels of Risk.

Fan Signals, Fans and Risks

Actions (based on emotion signals) speak louder than words

Many brands worry about having too much data to process, or the effort involved in responding to feedback.

Frankly, most brands haven’t developed the muscles to acknowledge customer feedback, let alone being able to take precise actions capitalizing on opportunities it can represent. That’s where Apptentive makes it easy to use Fan Signals segments.

Having automatically grouped your mobile customers into different categories of loyalty, love, unhappiness, or danger of churn, Apptentive helps you easily act on that data, in real time. Acting inside our platform means employing our precise targeting to deliver more personalized interactions based on mobile events and Fan Signals categories of emotion:

  • Reward Fans with special promotions to increase lifetime value.
  • Find out from those expressing unhappiness, what went wrong?
  • Identify your most loyal consumers and turn them into advocates using social media.
  • Reveal the “why” behind NPS scores from both promoters and detractors.
  • Reduce marketing spend, limiting campaign outreach to the most receptive customers.
  • Gauge new mobile updates based on how people feel to prioritize future enhancements.
  • Identify those most at risk of churn, to provide help, make it right, or offer incentives.
  • Acting externally means integrating Fan Signals data with your brand’s own IT systems, CRM, or martech stack, to drive campaigns or connect communications to feelings.

Gaining new emotional intelligence for your brand drives growth and customer engagement, increases lifetime value and retention, and mitigates competitive risks.

Fan Signals Repeat Fan

Fan Signals Shifted Fan

Some of our early adopter customers include big brands who have found that Fan Signals helps them:

  • Hear from more than 80% of targeted mobile customers vs. just the 17% industry average.
  • Maintain an ongoing pulse of customer love over time, automatically identifying Fans, Risks, and taking deeper action on those who expressed Shifted emotions.
  • Enrich customer intelligence and behavioral data with unique, first-party emotion data.
  • Pinpoint millions in recapturable revenue from every 1% of customers identified at risk.
  • Tailor content—not just offers—to specific emotional segments.

Start capturing customer emotion today

Rather than parsing survey responses to gauge synthetic sentiment trends, or relying on NPS scores to predict loyalty, why not listen and act on the emotions expressed directly from customers? Having unique insight and the right data helps you drive the right next steps in engagement.

If you’re ready to learn more about your customers through Fan Signals, reach out! We’re here to help get you started.

For more information and use cases for Fan Signals, see our technical how-to guide.

About Ron Stevenson

Ron Stevenson is Senior Product Marketing Manager for Apptentive. With many years in product management, marketing, and development for enterprises like Genesys, Salesforce, and Microsoft, Ron helps companies compete effectively and tell compelling stories about their innovative solutions.
View all posts by Ron Stevenson >

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Request a Demo

Sign Up for Our Newsletter

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