Clyde Lee from Viggle and Robi Ganguly from Apptentive share some insights on how to build an app that customers love, from experience with the process of building Viggle. In particular, the talk focuses on how to communicate with and learn from customers, inside your mobile apps.

1. Building an App Customers Love:
How Engagement & Loyalty
Drive Customer Life Time Value
@APPTENTIVE @VIGGLE

2. Why take a Mobile First
approach?

3. of apps are deleted within one month of
being downloaded.
60%
…still use the app a year after
downloading the app.
4%

4. Mobile customer experience is an after thought.
(and the numbers show it)

5. How do you build an app
that people love?

6. Listening.

7. Give Customers a Voice

8. What does listening & engaging
with customers mean for your
business?

9. Actively Listen & Engage

10. How does listening to customers
affect ratings & reviews?

11. Why do ratings & reviews
matter?

12. of people usually or always check
ratings before downloading an app.
59%
…would consider downloading an app
with a 3-star rating.
50%

13. Jumping from 1 to 5 stars effectively
multiplies app store conversion by 8.7

14. Jumping from 2 to 3 stars effectively
multiplies app store conversion by 3.8

15. Jumping from 3 to 4 stars effectively
multiplies app store conversion by 1.9

16. Ratings & reviews are important.
Yet, only 36% of those surveyed have
left a review in the last 12 months…

17. What can app makers do to boost
their ratings, reviews & LTV?

18. Engaging With Customers In-App Is Powerful
Surveys
Get Answers.
Find out why your
customers feel the
way they do
Message Center
Two Way Conversations.
Gather feedback, solve
problems and develop
meaningful relationships
Ratings Prompt
Feel the Love.
Get people who love
your app to rate it in
the app store
Feedback
Delivered To You.
Negative feedback
delivered to you instead
of the app store
20%
Response Rate
vs. 10% online
11x
More Reviews
+1.5
More Stars
Longer
Responses
More Data
Keeps Customer in
app
More Personal
Faster Response
Times
Re-Engagement
Mechanism

19. • Make it easy to listen
• Give yourself the ability to respond
• Design for feedback & communication
• Emphasize Relationships
• Earn and Cultivate Love
• Seriously.
Some Guiding Principles

20. #CustomerLove

21. www.apptentive.com @rganguly
For a free consultation about your
app from the mobile CX experts visit:
info.apptentive.com/freeconsult