Mobile order and pay can improve the in-store experience for quick service restaurants (QSRs) tremendously. But the logistics of merging the digital and real world can be tricky. The most important aspect of a smooth mobile ordering ecosystem is feedback-driven innovation. Rolling out product updates and introducing a new mobile ordering system can only be […]
All feedback from your customers is valuable, but there are certain types of qualitative data that can give you more insight than others. Truly insightful feedback can help you identify when people think something is confusing, why they made a certain choice, what they value most about your product, or how they view your product […]
A Progressive Web App (PWA) is a combination of different web technologies and browsing interfaces. In a nutshell, PWAs are about creating app-like experiences on the web, and they aren’t specific to any particular device format. When the first websites emerged in the 90s, the idea of apps didn’t exist. But the rise of smartphones […]
Any business knows that the key to reaching customers is by meeting them where they are. We know associations best, but every modern organization, for-profit or nonprofit, needs smart mobile engagement strategies. Businesses need to be able to communicate with their customers, after all! The business models may be different, but the goals are the […]
With the number of mobile users expected to reach 4.68 billion in 2019, people use mobile phones for many different purposes. However, according to Statista, this has led to a major increase in apps on the leading app stores, and quality is being compromised. One such factor that has been overlooked is good user experience. […]
Mobile has forever changed the ways we connect and communicate, but retail may face the biggest shift of all. Traditional retail faces an uncertain future due to marketshare being eaten up by mobile purchasing. By 2021, mobile e-commerce could rake in some $3.5 trillion and then make up almost three quarters (72.9%) of e-commerce sales. […]
How much value can you get from connecting customer feedback across all the touchpoints of your customer’s journey? Collecting feedback is critical to improving customer experience, developing better products and services, and nurturing customer love. Unfortunately, most companies only collect feedback in a single place, and usually only after a transaction has been completed. Even […]
Travelers are on-the-go by definition, and apps in the Travel category face a unique set of challenges for engaging with and listening to their customers. Because travel happens in real-time, these brands must be constantly available to listen and respond to customer needs, challenges, itinerary changes, and most importantly, changing sentiment. From travel planning and […]
Most companies think they have a lot of time to course correct unhappy customer experiences, but our research shows otherwise. The data included in Apptentive’s 2019 Mobile Customer Engagement Benchmark report is meant to serve as a yardstick for companies seeking to understand how their customer feedback metrics stack up against the market. It provides […]
We all recognize a bad customer experience (CX) when we have to suffer through one. But we all appreciate great CX when interactions with our chosen vendors, retailers, or providers are low-effort, personalized for our needs, and ultimately successful. Whether placing an order, correcting a problem, or simply checking status, the loyalty and satisfaction we […]
