The 5 Tiers of Mobile Customer Loyalty-- Get Closer to your Customer
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Transcript of The 5 Tiers of Mobile Customer Loyalty-- Get Closer to your Customer
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The 5 Tiers of Mobile Customer LoyaltyKnowledge sharing
01/22/2016
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Agenda
Introduction
Levels of customer loyalty
Related metrics
Tools
Reference
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Customer loyalty is about being loyal to your mobile customers.
Introduction
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Maslow’s Hierarchy of Loyalty
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•Disloyal or unsatisfied customersUnattained Loyalty
•Satisfied customersSatisfaction Loyalty
•Frequently open your app, spend time, complete task, interaction, responsesEngagement Loyalty
•Customer acquisition, generate revenue, customer added valueConversion Loyalty
•Evangelize your app by sharing content or referring friendsAdvocacy Loyalty
Levels of Customer Loyalty
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Levels 1 – Unattained Loyalty Customers who fall into this tier are seldom disloyal or
unsatisfied. Earning loyalty at this stage often comes down to two elements:
Building an app customers love
Humanizing your customers
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Downloads• H
ow many people have downloaded your app? How many loyal customers do you potentially have?
Installs and registrations• H
ow many people have installed your app and set up an account?
Retention• H
ow many customers return to your app 24 hours after their first sign-in?
Related Metrics
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Level 2 – Satisfaction Loyalty
A satisfied customer is worth little; a loyal customer is worth a lot.
Earning customer satisfaction comes down to an iterative process of collecting and analyzing customer insights
Using those insights to build an app and experience your customers love.
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Related MetricsNet Promoter Score (NPS) • When asked, what proportion of your customers say they would
recommend your app to a friend?
Love Ratio• When asked a single yes-or-no question: Do you love this app?
Customer insights• Qualitative and quantitative questions regarding a customer’s
experience with your app.
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To earn engagement loyalty, build incentives around engagement into the very core of the app.
Keep customers coming back with fresh content, well-timed pushed notifications, peer-to-peer messaging, or gamified achievements.
Levels 3 – Engagement Loyalty
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Related Metrics
• How many times do customers launch your app in a month? In a week? In a day?Session frequency
• How long does the average customer spend in your app in a single session?Session duration
• How many pages (screens) of your app does a customer see in the average session?Screens per session
• What percent of my customers have had a meaningful interaction with my app?Interactions
• What percent of customers provide a respond to an in-app survey, or feedback form?Responses
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Level 4 – Conversion Loyalty Conversion loyalty is a measurement of the value your
customers provide to your app. Before adding a new transaction option to your app, ask yourself
(or ideally, your customers): Is this something customers would be interested in? And if so, how much would they be willing to pay?
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What is Value
Generate revenue
User-generated content
Social interactio
ns
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Related Metrics
• How much revenue does the average active user generate?Average revenue per user (ARPU)
• What percent of mobile customers complete an action or event within the app that has been identified as a key value driver?Conversion rates for events
• How many customers want more out of my app and have signed up for additional content or beta tests?Opt-ins
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Levels 5 – Advocacy Loyalty
Integrate app with social
networks and contact books
Reward customers for
sharing content or referring
friends
Make social sharing as hassle-free as possible
Prompt (nicely) for ratings and
reviews
Advocacy – transforming your customers into evangelists.
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Related Metrics• Positive reviews boost app store conversion• negative reviews give you actionable insights on what steps you can
take to winApp store ratings and reviews
• How do customers amplify your message by sharing their experiences with others?Word of mouth
• How many app installs can be attributed to an individual customer’s promotion of your app?Referrals
• Identify your most profitable and loyal customers and reward or engage them accordinglyCustomer Lifetime Value (CLTV)
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Tools Apptentive Apsalar Branch Metrics Mention