A mobile application, just like a business website, is an extension of your brand. However, most marketing and brand managers do not know that their mobile networks have a significant influence on the reputation of their brand and how it’s perceived by their audience.
Most customers expect businesses to meet and satisfy the user experiences and remain the same across all brand channels. Even the companies would like to do the same, having invested a lot of their energy, time, and other resources into developing those channels. They would not want any of their brand channels to bring any inconveniences or damage to the business.
Investing in online reputation management is incredibly important now that mobile applications are trending. Many customers typically form a brand perception based on specific parameters. It’s important to establish what those parameters are and also try your best to perfect them in your industry. The parameters can be enhanced and used to improve the image of the brand in the eyes of the customers.
Mobile apps serve as an extension to your brand. That is the main reason why they are left out when it comes to the marketing brand strategy discussions, which should not be the case. Most mobile marketers do not have a specific mobile marketing plan, or others have not implemented on a strategy they had considered. If you are not utilizing mobile to manage the reputation of your brand, then you are missing out on a lot.
Mobile applications and the content it presents directly affect the impact it will have on your brand if it’s not monitored well. Most often, consumers utilize the app store to be vocal about their perception of a brand and its content. Most of these views will be negative. Most customers also tend to write some reviews on the app store whenever they get a negative experience with an app. You should ensure that you capitalize on this feedback; otherwise, it will affect the brand’s image negatively. Look for ways of listening to the customers and actualize their feedback.
You should not wait until after you launch a product to begin listening to your clients. Listening to the customers will allow you to prevent possible disastrous situations. This will also allow you to boost your app and protect the reputation of your brand. Always request your customers for feedback. If the consumers are directly requested to give feedback, many of them will answer it. However, when you fail to allow the customers to do that they will only be left with two options; to remain silent or provide a public review, both of which can be damaging to the reputation of the company.
Customer feedback is essential, and if you don’t listen to them, there’s no way you are going to meet their expectations. Therefore, to meet the expectations of your customers, it’s vital to listen to their response and what they are saying about your brand.
To take a step forward, ensure that you slowly implement the feedback you get. Most individuals who know their response has been implemented at some point are said to return to the brand later in the future and also become loyal to the brand. You should also identify the important feedback and which needs to be actualized first.
Encourage reviews and ratings
You cannot stop the customers from giving reviews, feedback or ratings. But you can easily control the number of negative reviews visible to the public. As a result, you should segment all of your reviews. That way the negative reviews are captured and all the positive responses can be left in the app store.
To accomplish this, you should begin by understanding your goals and objectives. When you understand your objectives you will have the ability to determine the right audience you will target. It can either be boosting your reviews or ratings or even hearing from your unsatisfied clients or the desire to know what usually keeps them returning to your brand.
Next, define your audience segments. You can achieve this by characterizing your audience according to the different portions such as on what gadgets they use on the mobile app, which version they use, how active they are, and any other data that is specific to your brand. Finally, assess your outcomes, and check what you need to improve if you are not satisfied with the results.
Request feedback at the right time
On time customer feedback is vital. If it’s possible, get the knowledge that will help you take a glance at the high-esteem traffic within your mobile app to see where they might have a positive effect. It is better to ask customers for feedback after purchasing if there is a shopping app involved. Gaming applications should consider asking for feedback after a client wins a level, rather than when the level is lost.
Requesting feedback is good, but doing it at the appropriate time assists you in striking a chord. That depends on the kind of brand you run, the kind of services or product you offer among others. Request feedback according to the purpose of your app and brand serves. For different businesses, the timing will always differ.
Mobile applications are most likely the best way to understand a lot about how your customers feel about your brand. The apps also an excellent way to safeguard your content on the app store. All you should remember is that a mobile app is an add-on of your company and is as essential as any other channel for your business. The way you use and present your app will determine the impact it will have on your brand.
Protecting the image of your brand is no easy task, but it’s manageable with the appropriate tools. Remember, mobile apps add value to your company, and your app store content also brings a significant reputation of your brand, regardless of who you are and your position. The impact of reviews and ratings do not discriminate brand names or no brand name, the customer perception changes depending on how many stars you have and what is found in your reviews.