Alchemer Mobile

MAY 21, 2020

2020 has been volatile for Finance apps. Apptentive published our 2020 Mobile App Engagement Benchmark Report for Finance apps in early March, right as COVID-19 hit North America hard. Below are key metrics apps in the Finance category should aim for in 2020. This is our fifth consecutive year conducting this research.

Finance 147

Finance Feedback Software User Testing Research Software 147

Alchemer Mobile

APRIL 12, 2022

The mobile investments teams made to Travel apps in 2020 paid off in 2021, fast-tracking the comeback Travel brands desperately needed after a year of uncertainty and low engagement, particularly in Transportation and Hospitality and Tourism. In 2021, brands were able to have more free conversations with their consumers.

Travel 261

Travel User Testing Research Software Feedback Software 261

Alchemer Mobile

MAY 7, 2020

Apptimize, An Airship Company, helps brands rapidly iterate to make amazing user experiences across all their digital channels through A/B Testing and Feature Release Management with a mobile-first lens. mParticle is the customer data platform for brands leading the CX revolution. Core mobile in-app feedback tools & solutions.

Feedback Software 147

Feedback Software Analytic Tools Reporting Tools Data Visualization 147

Alchemer Mobile

AUGUST 12, 2021

For many customers, their first interaction with a brand happens on a mobile device, so creating a stand-out mobile customer experience is key. The way in which customers interact with brands on their phones is different from how they interact with them in-person or even on the computer. With in-app marketing, less is more.

Customer Experience 312

Customer Experience User Testing Customer Feedback Feedback Software 312

Alchemer Mobile

APRIL 13, 2021

Digital shopping exploded in 2020, with an increase in both consumers and usage. Similarly to previous years, iOS apps again enjoyed a higher overall rating; however, Android narrowed the gap between two in 2020, likely due to the new weighting system that Google employed in late 2019. Surveys and Messages. Popular Phrases.

Feedback Software 232

Feedback Software Research Software User Testing Systems Review 232

Alchemer Mobile

APRIL 6, 2021

The food and drink industry was heavily impacted by restrictions on dining, shopping, and delivery in 2020. Similarly to previous years, iOS apps again enjoyed a higher overall rating; however, Android narrowed the gap between two in 2020, likely due to the new weighting system that Google employed in late 2019. Surveys and Messages.

Feedback Software 243

Feedback Software Research Software User Testing Systems Review 243

Alchemer Mobile

DECEMBER 21, 2022

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Truly powerful mobile customer engagement comes from hyper-specific brand interactions. Communicating with both through the same message does neither group any good.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

The Product Coalition

MAY 29, 2020

They need to feel a connection with a brand at a more personal level. Storytelling is a perfect tool to add more empathy into your brand marketing and get more loyalty from a target audience. Try to make your brand the best answer to customer needs. However, interactive content means a lot for B2B marketing success in 2020.

B2B 78

B2B Marketing Data Visualization Research Software 78

Alchemer Mobile

APRIL 21, 2021

Education was one of the hardest hit industries in 2020. Education apps saw some of the worst retention rates in 2020, especially in annual retention (4% compared to the macro average of 35%). Surveys and Messages. 2021 Engagement Benchmarks for Education Apps. Let’s start with the bad. Popular Phrases.

Feedback Software 246

Feedback Software Research Software Education Technical Review 246

Alchemer Mobile

MARCH 26, 2021

When we were writing this post, we did a little research to see what other brands were saying about mobile customer experience. Typically, when brands claim this, it’s more of a marketing technique and less of an actual pillar in their product strategy. So, we won’t waste your time. Sound good?

User Testing 257

User Testing Customer Experience Feedback Software Research Software 257

Alchemer Mobile

APRIL 28, 2021

One size did not fit all for Utilities apps in 2020. issues with supply chains, global price drops, and budget constraints impacted each brand differently. Surveys and Messages. Utilities mobile teams also increased the percentage of people they prompted for feedback in 2020 to 31%, which is higher than the macro average of 25%.

Feedback Software 234

Feedback Software Systems Review User Testing Travel 234

Alchemer Mobile

FEBRUARY 18, 2021

While travel looks like it will remain relatively unpopular in the first half of 2021 due to COVID concerns, travel brands are gearing up for a surge of travelers in the second half of the year. The way consumers interact with brands through their mobile devices has fundamentally changed – forever. Personalization. Helpfulness.

Travel 230

Travel Feedback Software User Testing Strategy 230

Alchemer Mobile

APRIL 2, 2021

Similarly to previous years, iOS apps again enjoyed a higher overall rating; however, Android narrowed the gap between two in 2020, likely due to the new weighting system that Google employed in late 2019. Unfortunately, Healthcare apps had low retention rates in 2020. Surveys and Messages.

Healthcare 147

Healthcare Feedback Software Research Software User Testing 147

Alchemer Mobile

APRIL 7, 2021

Finance brands were generally spared by the marketplace shakeup of 2020. In 2020, the results were no different. Similarly to previous years, iOS apps again enjoyed a higher overall rating; however, Android narrowed the gap between two in 2020, likely due to the new weighting system that Google employed in late 2019.

Finance 147

Finance Feedback Software Research Software Systems Review 147

Alchemer Mobile

MAY 6, 2021

One size did not fit all for Personal Services apps in 2020. Depending on industry, issues with supply chains, global price drops, and budget constraints impacted each brand differently. Surveys and Messages. Basing product decisions on less than 1% of your brand’s consumer base is a flawed and dangerous strategy.

Data Visualization 147

Data Visualization Reporting Tools Feedback Software User Testing 147

Alchemer Mobile

MAY 19, 2020

Many brands today may think they build customer-centric products based on feedback from a majority, but they couldn’t be further from the truth. In reality, our data shows that brands only hear from less than one percent of their customer base , which we call the “vocal minority.”.

Feedback Software 147

Feedback Software Product Research User Testing Feedback Loop 147

Alchemer Mobile

JUNE 24, 2020

As a result, 2020 is the most we’ve seen brands leverage mobile customer feedback to improve their products and adjust their overall business goals. To help you formulate your strategy, here are five ways product managers can re-focus on their mobile customers , backed by data from our 2020 Mobile Engagement Benchmark Report.

User Testing 227

User Testing Customer Experience Customer Feedback Feedback Software 227

Alchemer Mobile

APRIL 9, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? Download the 2020 Mobile App Engagement Benchmark Report. Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time. Why are more people leaving reviews?

Research Software 246

Research Software Feedback Software Data Visualization User Testing 246

Alchemer Mobile

APRIL 14, 2021

Media and Entertainment apps played a critical role in helping us get through 2020. News apps did, however, respond to many fewer inbound messages than other apps (17% vs macro average of 72%) mostly due to how much trolling they receive about the news itself rather than their product; those messages are not typically responded to.

Feedback Software 246

Feedback Software Research Software Technical Review User Testing 246

Gainsight

DECEMBER 20, 2020

Specifically, the Customer Success world learned 10 important lessons in 2020: 1. 2020 was a stress test for recurring revenue businesses. As a CEO friend of mine remarked in March 2020: The things we’re doing in CS these days—and Gainsight is absolutely key to making it happen—are so freakin great. But we aren’t hiring!

User Testing 69

User Testing Customer Experience Customer Feedback Analytic Tools 69

Intercom, Inc.

MARCH 10, 2022

The e-commerce landscape has grown exponentially since 2020, with experts predicting that the pandemic accelerated transformation of the digital space by up to five years. With lockdowns preventing in-store experiences, shoppers have gravitated towards brands that can provide the best online experience possible. Proactive engagement.

Customer Experience 209

Customer Experience Technical Review User Friction Data Visualization 209

Alchemer Mobile

DECEMBER 21, 2022

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Truly powerful mobile customer engagement comes from hyper-specific brand interactions. Communicating with both through the same message does neither group any good.

User Testing 130

User Testing Customer Feedback Feedback Software Product Research 130

The Product Coalition

FEBRUARY 26, 2021

2020 will go down in history as the year that brought the world to its knees with COVID-19 and the millions that fell to the virus. For small business owners and entrepreneurs, 2020 emerged as a new learning curve. For small business owners and entrepreneurs, 2020 emerged as a new learning curve. heralded as a year of promise?—?will

User Testing 106

User Testing Marketing Research Software Entertainment 106

Alchemer Mobile

AUGUST 6, 2020

Product managers are rapidly advancing their skills, and as a result, the industry as a whole has had to level-up to compete as the world’s biggest brands continue to adopt a mobile-first approach. In reality, our data shows that brands only hear from less than 1% of their customer base, which we call the “vocal minority.”.

Feedback Software 179

Feedback Software User Testing Data Visualization Product Research 179

Alchemer Mobile

APRIL 21, 2020

Response and interaction rates – specifically regarding mobile surveys and messages. If you’re interested in diving into our larger full-length 2020 report , you can see benchmarks across categories compared as well as cumulative data. The top ten popular phrases with sentiment distribution. Average app review volume.

Finance 147

Finance Travel Research Software User Testing 147

Alchemer Mobile

DECEMBER 16, 2020

COVID-19 hit finance apps with a one-two punch, and many brands are still adjusting to find their new normal. Between heavy increases in usage as well as staggering drops in economic activity, 2020 was a roller coaster for banks, insurance companies, budgeting apps, and everything in between.

Finance 243

Finance Feedback Software User Testing Data Visualization 243

The Product Coalition

JULY 21, 2022

Many brands are using offshore development teams to build custom apps for their operations and increase sales. Although the world experienced a tough year in 2020, the national market saw double-digit global e-commerce platform growth. billion (2020). trillion in 2022. The Indian e-commerce industry will grow up to $111.4

Reporting Tools 149

Reporting Tools Artificial Inteligence Data Visualization Wireless 149

Intercom, Inc.

MAY 25, 2021

Messaging is rapidly becoming a key channel for customer support. According to Forrester’s research, prior to the pandemic, messaging was ranked fifth overall in terms of channel usage. Here’s why customers and support teams have turned to messaging as their channel of choice over the last year. Now, it’s second.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Alchemer Mobile

MARCH 11, 2021

Message centers. Fun fact: The number of surveys sent in 2020 increased by 50% year-over-year (for more mobile engagement benchmarks like this, register for our upcoming webinar ). In fact, most brands only hear feedback from about one percent of their customers. Message center. Love Dialog. Rating prompts.

Feedback Software 173

Feedback Software User Testing Customer Feedback Customer Experience 173

Mind the Product

SEPTEMBER 1, 2020

April Dunford’s mtpcon Digital 2020 keynote on positioning was so good that we couldn’t pass up the opportunity to dig deeper into the topic with her. April Dunford’s mtpcon Digital 2020 keynote on positioning was so good that we couldn’t pass up the opportunity to dig deeper into the topic with her.

Positioning 113

Positioning Product Research Customer Experience Feedback Software 113

Alchemer Mobile

JANUARY 30, 2020

Brands who cling to traditional VoC initiatives (like NPS) without expanding have become stuck. Source: MaritzCX, 2020. The most recent change in enterprise VoC is the addition of “emotion data” to help brands go beyond traditional customer sentiment channels. When it comes to gauging customer attitude, NPS is fine.

Reporting Tools 173

Reporting Tools Technology Data Visualization Customer Experience 173

Alchemer Mobile

AUGUST 25, 2020

For some brands, they’re moving the mobile app experience out from product and into marketing. In 2020, PMs play a massive role in product strategy and determining the overall customer experience. The worlds of marketing and product are colliding in new ways as customer experience takes center stage.

Technical Review 130

Technical Review Product Management Product Manager Software Review 130

UX Planet

FEBRUARY 1, 2024

Instead of a simple email saying, “Let’s connect on LinkedIn,” users’ contacts received multiple follow-up emails, giving the impression that the messages came directly from the users themselves. In 2020, the European Commission announced in its Consumer Agenda its commitment to improving consumer rights.

UX 97

UX Travel Download Advertising 97

Innovatemap

NOVEMBER 4, 2020

2020 has become a digital-forward year for your business, which has been easy for some but riddled with challenges for many. It’s 2020, the year to look, talk, and act like a digital-savvy company people want to do business with. Positioning and Messaging: Then, update your messaging. Where to get started.

Product Marketing 52

Product Marketing Marketing Differentiation Messaging 52

The Product Coalition

JANUARY 11, 2023

This happened when I started to learn about UXR for the very first time back then in 2020. UX research focuses on the digital user experience and the interaction between users and brands, products, or services. It involves studying a smaller sample size of users in depth and employing observational methods to understand user behaviors.

User Testing 130

User Testing Product Research Data Visualization Customer Feedback 130

The Accidental Product Manager

JUNE 13, 2022

These product managers have the responsibility to keep their eyes open all the time searching for the new ways that they can expand their product development definition and help the firms that manufacture goods get their message in front of their next customer. For some DTC brands, diversification is partly about protection.

Customer Experience 65

Customer Experience Advertising Product Management Product Manager 65

Intercom, Inc.

MARCH 28, 2022

While customers were already starting to show a clear preference for digital channels such as messaging , COVID-19 amplified this pressure to connect with customers online or risk not connecting with them at all. They predict that by 2023, 75% of organizations will have comprehensive DX implementation roadmaps, compared to only 27% in 2020.

Reporting Tools 228

Reporting Tools Data Visualization Customer Communications Research Software 228