This is Robi Ganguly's plenary talk at MoDevEast, held December 2013 at the Gannett Center. The focus of the talk is how companies can really connect with the people they do business with through mobile devices. Emphasizing the human connection and the uniqueness of the mobile channel, it explores why "Users" is a term that needs to disappear and why customer love is just a conversation away for most companies.

1. @apptentive
@rganguly
robi@apptentive.com

2. We LOVE our phones

4. Who Are We Talking About?
USERS

5. Who Are We Talking About?

7. A Communication Device

8. But Really… A Connection Device

9. Is Your Company Connecting?

11. What Do These Companies Share?

12. Well, They’re All From the Same Rainy City

13. But Really, They All Love Their Customers

14. Most Companies Aren’t Listening

15. Customers Crave to Be Heard

16. The Culture & Approach Are Important
70%
Of dissatisfied customers will return if
their complaint is resolved favorably

17. How Do You Know What Your Customers Want?
BUILD
-App Reviews
-Social Sites
-News/Comments
-Public Forums
-Inbound E-mail
-Surveys
…VOCAL
CUSTOMERS!
LEARN
MEASURE

18. Reality: You’re a Media Company
Find an audience, delight it, retain it and grow it

20. Customer Love is Much Better Than This

21. Join Us This Afternoon to Dive Deeper…
●
Real world examples of customer communications &
positive outcomes from one of the first million seller
app developers
●
Insights into how to implement listening and
communications capabilities in your mobile apps
●
How to manage change in your organization and to get
your colleagues on board

22. @apptentive
@rganguly
robi@apptentive.com