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
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 ¨C 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 ¨C Reviews Hostage Review Bug System Issues New Use Cases Brooks Grigson | @bgrigson
- 9. 9 Monitor ¨C Competition Performance Pain Points Likes/Dislikes Feel The Love Track It Brooks Grigson | @bgrigson
- 10. 10 Invite ¨C How? Interruption Settings Dive In Brooks Grigson | @bgrigson
- 11. 11 Invite ¨C 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 ¨C 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 ¨C 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
- #3: 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
- #4: Amazon, Best Buy Yelp, Foursquare Movies, books, music Travel, Hotel, Air, Cars and even drivers Healthcare, Beer, Wine, Art and so on
- #5: Like Legos Love Hate Improve Apathy But we are not here to debate the merits
- #6: Help customers Improve App Store Optimization More reviews Look amazing KPIs Take the view of helping your customers
- #7: Monitor Invite Respond
- #8: 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 ¨C work it
- #9: Hostage Review ¨C keeping stars Bug ¨C review crash logs, check date for API System Issues Use cases not previously considered
- #10: 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
- #11: Interruption Settings ¨C ex: 3 opp to help resolve Dive In ¨C Uber & apple & google
- #12: 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
- #13: Use sparingly Major new features For Maybe and No answers, but better be worth it
- #14: 90 ¨C 9 ¨C 1 Jakob Nielsen Customers may be different Nielsen suggests ¡°make it easy¡± to improve engagement
- #15: 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
- #16: Monitor Invite Respond
- #17: 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