Customers share a special bond with the brands they love. And it’s the same for ecommerce brands as well. That is why the business owners strive to provide omni channel experience through online shopping, in-store buying, and browsing through mobile apps. However, some ecommerce store owners fail to understand the importance of mobile apps and how they influence the reputation of their brand.
A company named Apptentive conducted a study to find out about the ways in which apps influence the reputation of brands and the way they are presented on app stores. Let’s take a look at some of the figures from the study and go through the pointers which will help you to manage the reputation of your ecommerce brand.
Mobile apps and their importance
When the strategies of brand management and marketing are discussed by online store owners, the importance of mobile apps is often overlooked. Last year, Sitecore and Vanson Bourne conducted a study in which it was found that despite of knowing how mobile experience is important for boosting customer loyalty, 41% of marketers had no mobile app strategy for their brands.
The content about your brand on the app stores is also equally important. If it is not well-presented and concise, it can have a negative impact on your brand. Nearly 80% of consumers read the app review before purchasing and downloading it. And about 73% leave negative reviews if they do not have a good experience with your app.
If you want your customers to provide with the right kind of app store ratings and reviews, you must provide them with a superior way to connect with your brand.
So how to use mobile apps to enhance the reputation of your brand? Mentioned below are some of the strategies that will help you to do so.
1. Motivate your customers to provide positive reviews
To stop people from commenting negatively is not in your hands. However, you can control the number of negative reviews that are shared on the store. Use a segmentation tool, you can divide your audience and capture negative feedback directly. Positive feedback can be left on the store. Ask yourself questions like “Are you willing to know about the drawbacks from the customers to provide them with a better experience?” “What features of your app make the customers coming back?”
2. Ask for Feedbacks
A collaborative study by Apptentive and SurveyMonkey, proved that 98% of customers leave a feedback only when they are asked for it directly. Use your app to reach out to your customers directly and ask for their feedback. This will help you understand what you are doing right and where you went wrong.
3. Act on Feedbacks
Once the feedbacks are provided and if some of them are negative, it’s time to act on them. Commence by looking at your present product roadmap. Thereafter, start prioritizing the intensity levels of customer feedbacks. If a customer has reported a bug that is bothering a lot of others, assign it a high priority and then go on to categorize the next issue. Get back to the customers by email and write to them as to when do they want their issue to be resolved. By doing so, you will make them feel that they have been heard and your team is doing its best to resolve their problems.
Through mobile apps, you will be able to know about the likes and dislikes of your customers. And they will prove beneficial to you when it comes to building a new app or making changes with the existing ones. Always remember that mobile apps are an extension of your brand, and they have a profound effect on the reputation of your ecommerce business. After all, it’s all about the kind of reviews you get and the number of stars that are displayed along with the product.