From the desk of the Chief Experience Officer (CXO): Customer experience is closely related to customer satisfaction, but the two are not the same thing. Where customer satisfaction is a measure of how fully a customer’s expectations were met through delivery of your product or service, the customer experience is the entire sequence of events that happen after the first time a customer comes into contact with your company. Customer satisfaction captures a specific moment, but the customer experience is a narrative that unfolds over the course of his or her interactions with your company.
By examining each step of the customer experience, you can put yourself into the customer’s shoes and better understand not just one moment in your relationship, but all moments.
To help you get a handle on the phases of the customer experience, we’ve listed a few of the key phases below.
Recently, Nielsen’s Cross-Platform Report for 2014 reconfirmed this fact when it reported that 89% of time spent on media on a smartphone is spent on apps, while only 11% is spent on the mobile web. Monthly, apps account for about 30 hours of time per user (a year ago, it was only about 23 hours – a 30% increase, year over year).
We know, we know. You’ve been hearing it for years now. Every time a new year rolls around, mobs of us in the tech space report that this year will be “The Year of Mobile.”
In our opinion, we’ve been right each year!
Mobile has grown continuously by leaps and bounds. Even quarter-to-quarter, huge increases in mobile activity, app downloads, time spent using mobile solutions, volume of revenue earned through mobile, and many more benchmarks show that each year is indeed The Year of Mobile. Innovations show us new ways to use mobile solutions, mobile devices become more and more useful and precious to us, and day-by-day, mobile becomes a bigger and bigger part of our life.
Okay, so you know where we stand.
But what’s on tap for 2014?
The spiritual life isn’t just confined to holy days – it’s meant to be a full-time commitment to a way of life. This makes mobile the perfect platform for churches to expand into. Mobile devices are now with us all the time, and are in many ways our closest connection to the rest of the world. By launching a mobile app, a church (or any religious organization), can offer a 24/7 community connection to its members.
We won’t belabor the obvious – sales are good for businesses, and most business owners want more of them – so we’ll cut right to the chase. If you want to increase sales, offering a mobile-optimized website is a great way to do it.
“Why bother?” you ask, “I’m already online. Most mobile devices can browse to my website just fine, can’t they? Who needs a mobile site?”
You do! Here’s why:
A recent research paper from Moovweb and Forrester has noted that, by and large, HTML5 apps are still lagging behind native apps with developers. Two main complaints are still at the forefront of the debate:
So you’ve got a full plate of negotiating, arguing, and pleading to do (and that’s before you leave the house). When are you supposed to find time to deal with practice development, let alone mobile apps?
Well, unless you want to cede the mobile space to the competition, it’s important to spend a bit of time getting a mobile app up and running. And we have some good news: it’s incredibly easy and cost-effective to do! You only need a minutes (okay, maybe a few minutes), and you can have your app designed and ready for approval on both the iOS (Apple) and Android (Google) platforms.
Okay, so you’ve seen the light and know an app can help your business. How do you go about making your app great to ensure that all those great benefits actually materialize? Well, we’ve got five simple steps that will guide you in the right direction and keep the focus where it belongs:
On the users (aka “your customers”)!