“What Review On Yonder App Store Breaks”

Brooks GrigsonStrategist - Bottle Rocket Apps

@bgrigson

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Overview

“Consider Reviews Important”

“Influence Purchases”

Never Look

Revenue Increase 60%80%7%5-9%

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Overview

Ecommerce

Goods/Services

Entertainment

Travel

& More

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A Love/Hate Relationship

Love

Hate

Improvement

Apathy

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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

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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

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Monitor – Reviews

Hostage Review

Bug

System Issues

New Use Cases

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Monitor – Competition

Performance

Pain Points

Likes/Dislikes

Feel The Love

Track It

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Invite – How?

Interruption

Settings

Dive In

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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

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Invite – Ask Again

Major New Features

Respect Their Decision

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Invite - Expectations

90-9-1

YMMV

90%Lurkers

9%IntermittentContributors

1% Heavy Contributors

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Respond

Service Recovery

Fill the Backlog

Release Regularly

Communicate

Repeat

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Recap

Monitor

Invite

Respond

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Final Thoughts

RunKeeper vs. Starbucks

Appbot, AppFigures, etc.

Client Success – How?

Top Apps Have More Ratings

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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