Blog : customer feedback

Why Are You Hearing about “CX” Startups Popping Up Everywhere?

Okay, first of all, what even is CX? CX stands for customer experience. The experience of being a customer. And if you’re thinking that’s not revolutionary enough to disrupt something, you’re probably absolutely right. CX startups are companies like Zendesk; they’re companies that are designed to streamline the current customer experience. And they’re poised to disrupt because of AI. Let’s dig in.

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Disrupting the customer experience

So, go on Reddit and search for CX. It’s like user experience, user interfaces, and user design, but much more. It starts with a buyer’s journey and ends with you embedding yourself into every facet of their being. For example, the Robinhood App has poor CX. They barely respond to anyone.

The customer experience is a relationship that customers build with a business. And it’s becoming important because customers are seeking these experiences. Look at Apple. People want to call themselves Apple or iOS users. People want to connect with the brand that they’re using.

But more than that, there’s AI.

The AI chatbots are disrupting customer satisfaction

In the old days, we hated phone trees, right? 

If you’re a younger millennial, you have no idea what that means. A phone tree is a directory; when you call in, you get directed to different areas of a company. There weren’t any voice prompts, and the phone trees could get five or six levels dense.

“Do you want accounting? Do you want receivables? Do you want Steve? Steve A or Steve S?”

The earliest chatbots operated like this, too, and they sure weren’t going to disrupt anything. If you called, say, Reddit, you’d get an automated voice telling you to press 1, 2, or 3. If you then went on a live chatbot (let’s assume Reddit ever wanted anyone to contact them, because you actually cannot contact Reddit at all), the chatbot would tell you much the same.

But now chatbots have differentiated themselves. You can talk to them in natural language, and they respond. This is something called Natural Language Processing.

What does it mean for you?

You could start a CX web3 machine-learning startup today, and realistically, most people wouldn’t even know what you do. But they would throw money at you.

Today, CX is mostly about using automation and artificial intelligence to smooth the customer experience, reducing friction across multiple channels. So the reality is that a CX startup is someone who is using high technology to make the customer experience better.

So you’ve got AI. And you’ve also got web3, because this is what people are expecting web3 to be. They go on their mobile app, they load up a page, and they see furniture in real life through augmented reality. They see furniture, scan it with a mobile app, and immediately buy it.

Let’s all move to a better customer experience

Part of it is that people do need a better CX. Amazon made itself an empire because of fast returns and good customer service. Guess what: That’s how Sears was an empire for over 100 years. A better customer experience is essential, and it’s a great industry to be in.

As the economy falters, customers are increasingly operating solely within realms they want to operate with. Newer customers have been more concerned with customer experience than product quality. That’s right. They’ll stick with a mediocre product because they… want a good experience.

How far could you get if you could help other companies build those experiences?

Using consumer reviews to assist your ASO efforts

Using consumer reviews to assist your ASO efforts

Mobility and responsiveness – these are two critical skills needed for anyone who enters the arena of mobile application development. Your product must be nimble and quick, but these too, are critical skills your marketing team must employ in the release of that shiny new app. The art of App Store Optimization (ASO) is important during the entire release process.

In a marketplace that features over a million apps in each of the major app stores, developers must manipulate each variable in their media arsenal. One very powerful tool is the use of consumer reviews.

The power of reviews

Being able to harness the energy of raw consumer feedback is like riding a wave. Managing both good and bad press is at the core of your public image. For better or worse – the true measure of you and your product is formed by the users’ impressions. Once you release, the power is in the hands of the consumer.

Your team must be able to respond instantly and individually, in order to reap the value of feedback. Take the time to interact with consumers and let them know that their opinions matter to your team.

You already have a plan in place. You have from the beginning. But if the consumers go in another direction or simply don’t like your idea, you need to be able to really listen and appreciate the value of what you are being told.

The fickle winds of consumer opinion can easily blow in either direction. A stunning app with an established track-record can suddenly be dashed upon the rocks by a sour update, or by the development team not listening to consumers.

The transparency of reviews clearly matters. KISS Metrics conducted a study evaluating average reviews in connection to app store rankings and it found that the most positively rated apps ranked highest on a given keyword. Those reviews are being offered by users as their reaction to your new app. How you respond to those words will determine how the market views your product. In other words, reviews are vital. 

Increasing the volume of reviews

There are several ways in which you can increase your app’s reviews. One way to do it is through app reviews plugins. This is a pop-up screen that appears after a bit of usage, asking the consumer for their opinion. You should be sure to delay the activation of the plugin. Give the user the opportunity to get comfortable and really discover all of the features you’ve built into the app. If you ask users to review when they first open an app before they’ve actually had a chance to try it, they may be displeased and leave a negative review instead.

The best way to get a positive review is to build a high-quality application that makes a significant difference to your users by either helping or entertaining them. The more satisfied users you get, the more likely they are to leave a positive review, with little to no reminder or encouragement from the app.

Managing negative reviews is a metered skill. It takes time and patience to respond thoughtfully to whatever may be written. How and with which words you respond, will determine if you are able to yield a net favorable response.

Keep in mind that this is a difficult task. It often takes time, energy and patience. Be ready to have your greatest weaknesses publicly highlighted. At your moments of weakness, how you respond to your critics will determine if you earn their respect and future business.

Contact Colure today to establish a plan to help define you next mobile app.