How to make Customer Experience great in mobile apps

Today people expect a little more from the level of service. That goes without saying. These days, it is not just about a high-quality product (although this is still very important, of course). This is what customer experience is all about. We have written about it here. Find out how to make customer experience great in order to win the hearts of your product users. 

Also known as CX, customer experience is something that we cannot ignore. We build customer loyalty through quality service. And as a result, we can keep them and, of course, gain new ones. A system of recommendations is the best advertising for your business. Taking this as obvious, I will show you ways to improve the customer experience.

Measuring CX

Being an app owner, you should keep looking for different methods of receiving feedback from the users. It doesn’t really matter if you’re a client of a mobile app development company or you’ve created your app in-house. The agency can help you as they have experience and knowledge in this field. But to make your product really good, you have to care about customer experience all the time. Even after you have finished working with an external company. 

If you measure it and care about it you’re already making it better. That’s why it’s very important to check how it’s going. Simply draw conclusions from the performance and keep looking for ways to improve customer experience. 

Customer experience strategy

You need to set a CX strategy. Focus on what you want and need to achieve. When you know that, it’ll be clear for your customers and the development team as well. They’ll know what the goals are and how the communication has to look like and they’ll be able to pursue. So a significant part of the process is also to teach the whole team about the importance of customer experience. If they need training, provide it. It will pay off. 

One person cannot work for a great customer experience. It’s impossible. The client will only be happy with the overall service (experience) if everyone puts enough effort into the project. With the right CX strategy you’ll have control over the whole process. You should monitor the satisfaction of users at all times and check if it goes as planned in the strategy. One good advice is to not focus too much on earning money. Great customer service comes first and if it’s enough, you’ll surely have the opportunity to gain profit. 

Great customer service leads to great CX

Try to know and understand your customers' needs. Each of them might require different treatment and actions to be taken. When you take that into account, the customer experience is going to improve automatically. Because you’ll treat them in the best possible way for them. Happy customers can actually give you less information than unhappy ones. I can’t say it’s always like that, but most often the bad reviews give you a better insight on what to change/improve. Although you shouldn’t focus only on those. 

Remember that customer expectations are becoming higher and higher. And it’s not something bad. It’s just something you should adapt to. Because generally, we’re all clients too. Your job is to take care of every customer so your business can succeed. And it’s not a very difficult thing to do.

Customer experience improvements

If you’re getting help from a mobile app development company, the development team naturally can be helpful when it comes to improvements in customer experience. They have previously tried to make their products and services great for every client, so they know what it is about. 

However, there are lots of easy ways to improve cx on your own. We mention different methods of gaining user’s reviews here and this can also be very helpful while trying to adapt to their needs. 

Mobile stores — tools to find a solution

The fundamental metric in the mobile world are users’ ratings in mobile stores. It’s one of the best ways to examine customer satisfaction and customer feedback. In mobile stores, you can check and answer users' comments on the app. It’s not something you should totally rely on. Sometimes these reviews are just mean, sometimes users have some bad ideas for improvements. But if you look at this right, it’s a true repository of knowledge helping you improve customer experience. 

So browse through them often and draw conclusions to simply make your product or service better. Then, report the problems you want to get rid of to your team so they can fix it. In Google Play users have the possibility to vote for others’ comments which is great to assess the scale of the particular problem. 

Fun fact: 

In Google Play the reviews and ratings are the same for all of the countries but in the App Store you have to take a look at different markets at the same time to get insights. For example, this is the site with ratings from the US, and here you can find Polish reviews and ratings. 

Nevertheless, remember that you can’t adapt to the needs of each individual client. You can’t care too much about their ratings. In the first place, you should focus on opinions which are repeated by different users. That’s the best hint on what to change to improve customer experience.

Social media — almost a word-of-mouth recommendation

Almost, but social media is a place where people actually communicate with each other without any boundaries. It can be really useful to have accounts on different social media. Then, encourage your users to browse Facebook, Instagram, LinkedIn and Twitter accounts. Maybe you can try some kind of awards system? “Like our fanpage and get a discount”, “Comment and get extra points in the app”, “Follow us to unlock special promotions” — these headlines work. 

It’s not only about popularity. People are now more likely to leave a comment or hit a like on the fanpage than e.g. rate your product or service in a survey. So this is a great method to obtain your customers’ opinions on how you can improve customer experience even more. 

You can go back to what Customer Experience is here and to learn how to target your audience with Firebase, check out this article.