what review on yonder app store breaks
DESCRIPTION
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 RespondTRANSCRIPT
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“What Review On Yonder App Store Breaks”
Brooks GrigsonStrategist - Bottle Rocket Apps
@bgrigson
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Brooks Grigson | @bgrigson 2
Overview
“Consider Reviews Important”
“Influence Purchases”
Never Look
Revenue Increase 60%80%7%5-9%
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Brooks Grigson | @bgrigson 3
Overview
Ecommerce
Goods/Services
Entertainment
Travel
& More
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Brooks Grigson | @bgrigson 4
A Love/Hate Relationship
Love
Hate
Improvement
Apathy
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Brooks Grigson | @bgrigson 5
What is the goal?
Help Customers
Improve ASO
Add More Reviews
Look Awesome
Satisfy KPI’s
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3 Key Steps
Monitor
Invite
Respond
Brooks Grigson | @bgrigson
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Monitor – The Store
Facebook, Twitter, Pinterest, etc.
Social Team and Customer Support … You Are Not Alone
Have a Plan, Work It
Brooks Grigson | @bgrigson
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Monitor – Reviews
Hostage Review
Bug
System Issues
New Use Cases
Brooks Grigson | @bgrigson
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Monitor – Competition
Performance
Pain Points
Likes/Dislikes
Feel The Love
Track It
Brooks Grigson | @bgrigson
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Invite – How?
Interruption
Settings
Dive In
Brooks Grigson | @bgrigson
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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
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Invite – Ask Again
Major New Features
Respect Their Decision
Brooks Grigson | @bgrigson
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Invite - Expectations
90-9-1
YMMV
90%Lurkers
9%IntermittentContributors
1% Heavy Contributors
Brooks Grigson | @bgrigson
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Respond
Service Recovery
Fill the Backlog
Release Regularly
Communicate
Repeat
Brooks Grigson | @bgrigson
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Recap
Monitor
Invite
Respond
Brooks Grigson | @bgrigson
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Final Thoughts
RunKeeper vs. Starbucks
Appbot, AppFigures, etc.
Client Success – How?
Top Apps Have More Ratings
Brooks Grigson | @bgrigson
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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