What Review On Yonder App Store Breaks
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Digital Summit Denver: App store ratings and reviews have a large impact on how consumers of your applications can engage with your brand. This short presentation suggests you use the following steps: Monitor Invite Respond
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What Review On Yonder App Store Breaks
- 1. “What Review On Yonder App Store Breaks” Brooks Grigson Strategist - Bottle Rocket Apps @bgrigson
- 2. Brooks Grigson | @bgrigson 2 Overview “Consider Reviews Important” “Influence Purchases” Never Look Revenue Increase 60%80%7%5-9%
- 3. Brooks Grigson | @bgrigson 3 Overview Ecommerce Goods/Services Entertainment Travel & More
- 4. Brooks Grigson | @bgrigson 4 A Love/Hate Relationship Love Hate Improvement Apathy
- 5. Brooks Grigson | @bgrigson 5 What is the goal? Help Customers Improve ASO Add More Reviews Look Awesome Satisfy KPI’s
- 6. 6 3 Key Steps Monitor Invite Respond Brooks Grigson | @bgrigson
- 7. 7 Monitor – The Store Facebook, Twitter, Pinterest, etc. Social Team and Customer Support … You Are Not Alone Have a Plan, Work It Brooks Grigson | @bgrigson
- 8. 8 Monitor – Reviews Hostage Review Bug System Issues New Use Cases Brooks Grigson | @bgrigson
- 9. 9 Monitor – Competition Performance Pain Points Likes/Dislikes Feel The Love Track It Brooks Grigson | @bgrigson
- 10. 10 Invite – How? Interruption Settings Dive In Brooks Grigson | @bgrigson
- 11. 11 Invite – Be A Friend, Not A Stalker Give Them Time Complete Core Task(s) Respect Their Decision Later = Maybe No, Means No Brooks Grigson | @bgrigson
- 12. 12 Invite – Ask Again Major New Features Respect Their Decision Brooks Grigson | @bgrigson
- 13. 13 Invite - Expectations 90-9-1 YMMV 90% Lurkers 9% Intermittent Contributors 1% Heavy Contributors Brooks Grigson | @bgrigson
- 14. 14 Respond Service Recovery Fill the Backlog Release Regularly Communicate Repeat Brooks Grigson | @bgrigson
- 15. 15 Recap Monitor Invite Respond Brooks Grigson | @bgrigson
- 16. 16 Final Thoughts RunKeeper vs. Starbucks Appbot, AppFigures, etc. Client Success – How? Top Apps Have More Ratings Brooks Grigson | @bgrigson
- 17. 17 Sources • Google: http://developer.android.com/distribute/tools/launch-checklist.html#complete-details • Jakob Nielsen: http://www.nngroup.com/articles/participation-inequality/ • Mike Smith: http://www.localresults.com/importance-of-online-reviews-with-faqs-statistics/ • Markingcharts.com : http://www.marketingcharts.com/wp/online/8-in-10-americans-agree-that-online- reviews-influence-their-purchases-25761/ (from Ipsos) • eMarketer : http://www.emarketer.com/Article/Online-Reviewers-Lean-Toward-Good-Mixed-Feedback- over-Negative/1010582 • Chris Thompson: http://cthompson.co/2013/12/23/app-reviews-and-feedback-loops/ • AppTweak: http://blog.apptweak.com/2014/04/the-power-of-app-reviews/ • Apptentive: http://www.apptentive.com/blog/ios-app-rankings-ratings-apple-app-store/ Brooks Grigson | @bgrigson
Editor's Notes
- 60% Consider reviews important to when researching 80% Influence their decision to purchase Only 7% never look 5-9% revenue increase for 1 star improvement on Yelp
- Amazon, Best Buy Yelp, Foursquare Movies, books, music Travel, Hotel, Air, Cars and even drivers Healthcare, Beer, Wine, Art and so on
- Like Legos Love Hate Improve Apathy But we are not here to debate the merits
- Help customers Improve App Store Optimization More reviews Look amazing KPIs Take the view of helping your customers
- Monitor Invite Respond
- Who is using a social media monitoring tool like Hootsuite, Radian 6, Sysomos or similar? - Are app stores so different? Social & CS already know how to triage use them Are they giving you feedback? Plan – work it
- Hostage Review – keeping stars Bug – review crash logs, check date for API System Issues Use cases not previously considered
- Nice to know Pain points What similar users like/dislike You might find people really like you and let your competition know Track over time
- Interruption Settings – ex: 3 opp to help resolve Dive In – Uber & apple & google
- Let them use the app, get to know it After they complete core task(s) Respect their decision Later, maybe but don’t get pushy No, means no
- Use sparingly Major new features For Maybe and No answers, but better be worth it
- 90 – 9 – 1 Jakob Nielsen Customers may be different Nielsen suggests “make it easy” to improve engagement
- Customer Service help resolve issues Iterate and build new solutions Don’t wait months to release How do people know? Social, blog, email, notifications, etc Keep doing this, mobile doesn’t stop
- Monitor Invite Respond
- Compare RunKeeper vs Starbucks Tools Appbot, AppFigures, Others may offer Our clients Increase # of ratings, Decrease negative (Help Customer) How? Zen Desk or existing CS process Top Apps 1-5 have 2x # of ratings as 6-10