Watch our webinar to learn how product and research teams can work together to capture the voice of the customer (VoC) and ultimately create better consumer experiences. Sina Yeganeh, Director of Product Management, and Michael Fountain, Head of Product, at Apptentive discuss the ways in which both product and research teams can contribute to the […]
Every year, we publish our annual Mobile Customer Engagement Benchmark Report. The report is meant to serve as a yardstick for companies seeking to understand how their metrics stack up against the market. We went one step further this year, and sliced the data even more to reveal industry-specific insights. In this post, we’ll dive […]
We recently published The Ultimate Guide to Customer Experience, a comprehensive eBook diving into everything customer experience (CX); from breaking down roles and responsibilities to outlining the blueprint for improving CX. But today, we wanted to take a step back and answer the simple question: What is customer experience, and why is it important? According […]
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou This Maya Angelou quote is often used in reference to interpersonal relationships, but we think it can be applied just as well to business relationships. For example, […]
Customer experience (CX) is defined as “the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels, or products” (Gartner). Essentially, customer experience is the culmination of everything people think and feel about your brand. Since CX is this all-encompassing, transformative aspect of a brand, […]
Today, Apple released the latest version of its most popular operating system, iOS (as well as the re-branded iPadOS), to hundreds of millions of customers worldwide. The 13th generation of iPhone and iPad software may seem incremental at first, but if you dig deeper there are some notable changes that may impact your app and […]
If you’re a product manager or mobile marketer responsible for your app store ratings and reviews, you might have noticed something weird with your Google Play Store app ratings in the last few weeks. When we analyzed 23 apps, nine saw an average rating decrease of 9.82 percent and 14 saw a rating increase of […]
Across all industries, product managers and marketers feel overwhelmed by the idea of acting on customer feedback because they aren’t confident in their abilities to make sense of it in a way that can help drive their business decisions. Feedback affects organizations top to bottom, and it can be tough to know where to start […]
There are usually two reactions when people talk about travel; extreme excitement or complete dread. Although there are many factors that go into a good or bad trip, the difference usually comes down to one main factor: customer experience. This is largely because travel involves two very important and personal pieces of your life: your […]
Two weeks after your team’s app update launches, your boss stops by your desk to share some bad news: App store ratings have plummeted from five-stars to three-stars and new download volume has decreased 25 percent. On top of that, they’re seeing negative reviews flood into the app store, specifically highlighting some of the key […]
