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Companies looking to better serve their customers are investing in digital. Why? It’s where their customers want to find them: online, on their mobile app, or even by asking Alexa.
But to create or enhance your digital experience, you have to start with understanding your customer – including where they’re experiencing pain points or points of friction. So, how do you identify your customers’ frictions?
Mobiquity’s proprietary method analyzes thousands of reviews and ratings from customer feedback channels like the iOS and Google Play stores, to help you understand what’s working well and where there is room for improvement. This can be done for a specific company or analyzed at an industry level to see where opportunities exist from a broader perspective.
Our VP of Strategy & Analytics breaks it down:
Thinking about developing a mobile app? Have a website but not sure why your engagement is low? Curious about how your industry’s most beloved companies are creating more meaningful customer experiences? Mobiquity’s Friction Report helps you answer these questions and more.
Did you know….
These are just a few insights we’ve learned throughout the years of conducting our proprietary research methodology, which begins by leveraging Machine Learning to identify what customers like and dislike about digital touchpoints. For example, we can analyze your specific digital solution, such as your company’s mobile app, or review the most widely-used mobile apps in your industry. These insights are then compiled in an easy to understand report that you can use to build a business case for creating or enhancing your programs with the customer at the center of your strategy.
Our Friction Report has been used by leading business executives, helping them to make confident decisions about how to improve or implement digital solutions that create better engagement for their brand, while enhancing the customer experience at the same time.
We’ve evolved our proprietary Friction Report tool to be able to analyze other sources of customer feedback, as well – all to help you get the data you need to make decisions that are fruitful for your business and, more importantly, your customers.
Learn more about the Evolution of the Friction Report in this video:
Now more than ever, the world is relying on digital technology to conduct safer, more convenient transactions. Look at the facts:
Low touch options will continue to prevail as customers put more stock in convenience and safety. Mobiquity research proved that 50% of consumers surveyed revealed that they will continue using digital solutions to order groceries and food delivery.
According to Statista, by 2023, there will be 1.31 billion mobile payment transaction users worldwide, up from 950 million users in 2019.
Digital banking will be preferred for its convenience. Gartner predicts that digitalization will make most heritage financial firms irrelevant by 2030.
So, what are you doing to ensure that your firm won’t be lagging behind the digital trends that are here to stay?
Customer insights can help guide your business decisions
Recently, we took a look at how consumer needs have changed in light of COVID-19. By comparing reviews from April/May 2019 with April/May 2020, we've been able to identify the most important areas of opportunity in key industries right now. We think these insights can help your business make confident decisions about how to move forward with your mobile offering.