We’ve all seen the standard graph of an app’s sales over time. A ramp up just after launch, a nice spike when all the marketing efforts pay off (maybe even with an Apple feature) and then a quick downslide into oblivion.
Once that initial marketing buzz is lost, how do you keep an app from sliding off the charts and into obscurity? How do you ensure that all that effort you put into executing on your idea isn’t just for a quick buck, but instead is the foundation for a product that you can build on for years?
One key is to stop thinking short-term and start building apps that last. And a huge part of that is providing top-notch customer support. Great support leads to loyal customers which leads to perpetual word of mouth. And that word of mouth leads to a steady stream of sales that can increase year over year.
But that doesn’t come easy. Everyone claims to be great at support, but we all know just from our own buying experiences that truly good support is far from the norm. There’s a huge difference between the claim and the reality. It takes a large commitment of time and energy to continually surprise and delight.
At Bombing Brain, we’re extremely proud of the level of support we provide to our customers. Our app reviews may not all be five-star, but a large number of our customers go out of their way to publicly express how happy they are that we are responsive and open to suggestions. When people tell strangers that you provide great support unprompted, then you know you’re doing something right.
Every app has bugs. Every company makes mistakes. It’s how you respond to those flaws that define your reputation. And that reputation is key to your long-term survival.
In this session, we’ll talk about what it takes to provide great support. Quick response times, efficient support workflow, social media strategies, adding new features when they make sense, and how to handle difficult customers.
Don’t sell one app to one customer. Sell hundreds of apps to all of her friends, family, and social media followers. Turn an angry, frustrated customer encountering a bug into a long- term advocate for your company just by treating him like a human being.
There’s far too much short-sighted thinking in the App Store ecosystem. It’s no wonder people are afraid to part with more than 99-cents when the norm is to abandon apps at 1.1. If you want to gain customer trust, you need to develop your reputation not only as a builder of great products, but as an organization that stands behind those products for years to come.