Win back customers and activate fans

Do you know why your customers love you or leave you?

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Converting customers into fans is one of your greatest opportunities for improving customer retention and loyalty, as well as reducing churn. The key is to understand why your customers feel the way they do—especially when their emotions change over time. When you accurately measure shifts in customer sentiment and behavioral changes, you can intervene at the right time and place before it’s too late. Follow up with customer segments based on how they feel and turn detractors into promoters by implementing and listening to their feedback.

Predict and prevent churn

In order to boost customer retention, it’s critical to watch for negative shifts in emotion. When you quickly identify at-risk consumers, you can intervene before it’s too late by retargeting them or redirecting their frustration into valuable feedback.

Increase customer lifetime value by fostering loyalty

Who are your fans? Why do they love you? To truly understand who your fans are and what motivates them, you have to gather valuable feedback and analyze sentiment over time. Fostering customer loyalty is the best way to grow revenue because once you identify your fans, you can create more.

Understand why customers feel the way they do

You must go beyond NPS to fully understand your customers and their experience. By measuring customer sentiment over time, you can better understand how people feel about your brand, so you can double down on positive emotions and quickly solve problems for people who are frustrated.

Uses

Take the guesswork out of your product roadmap.

Product Teams

Take the guesswork out of your product roadmap. Identify how product issues may be creating customer loyalty problems or friction during the customer journey. Identify the right cohorts to test beta programs or new features. Ultimately, product management teams should use mobile apps as a core customer listening post.

Marketing Teams Understand how customer emotions

Marketing Teams

Understand how customer emotions in specific segments impact your business, retargeting those most at risk of churning while reinforcing those who love you. Activate brand evangelists to augment your most effective marketing. Ask for mobile app ratings and reviews, social posts, and referrals from those most in love with your brand, through mobile targeting. Backfill loyalists who are less active by retargeting and fostering relationships with new customers.

CX Teams Go beyond NPS to identify the cause of customer sentiment shifts

CX Teams

Go beyond NPS to identify the cause of customer sentiment shifts, and motivate the fans of your brand to sing your praises. Map the customer journey experience to better understand pain points, identify gaps, and create better experiences across all channels.

Features

Analytics

Visualize your key VOC and customer feedback metrics in one view, spot trends, and make faster decisions with our powerful analytics.

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Engage at the right times and place throughout a digital experience to capture more qualitative information

Surveys

Enrich the value of your first-party data with qualitative customer feedback. We support NPS on your mobile and web channels with higher response rates, but go beyond NPS to understand the ‘why’ behind customer behaviors. You can then create enriched profiles with this insight.

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Measure shifts in customer sentiment across time and touchpoints so you can identify when and where to intervene

Sentiment Analysis

Measure shifts in customer sentiment across time and touchpoints so you can identify when and where to intervene.

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Quickly resolve issues and close the communication loop

Message Center

Quickly resolve issues and close the communication loop through two-way conversations with customers.

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Precisely retarget customers to reach them at the right time and place

Notes + Actions

Precisely retarget customers to encourage action at the right time and place.

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Related Content

Learn about Targeting and Segmentation

Learn about Targeting and Segmentation

Quickly identify at-risk consumers, and intervene before it’s too late.

Customer Stories

See Customer Stories

See how our customers use Apptentive to improve loyalty and retention.

Sentiment should be at the heart of your business decisions.

Apptentive powers millions of consumer interactions on billions of mobile devices for the world’s best brands. The best brands are those who listen to customers and act on feedback.

Ready to see Apptentive in action?

Request a demo of Apptentive today.

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