A Customer-Centric Mindset in Mobile Strategy

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There is no denying that mobile is the hottest keyword in today’s competitive economic landscape. Ever since the boost and growth of mobile internet, many companies have been progressively investing in developing mobile apps for servicing their customers while they are on the go. At the same time, given the huge success of many startups like Whatsapp and Supercell, the majority of venture capitals are really eager to cash in on potential tech startups that own one popular app or two. Under this circumstance, many companies naturally have set the highest priority on their mobile strategy. As a mobile app developer, however, you must take this further and think of customers heavily, a.k.a ‘customer-centric‘.

The Customer-Centric Mindset

mobile_banking_appsOn the one hand, customer-centric is equal to mobile-first. Rather than only accessible on PC or laptops, your company needs to have mobile presence so that your customers can use your services at any time with an mobile app. On the other hand, customer-centric is far more than mobile-first or building a mobile app or just mobile presence.

Let’s take mobile banking as an example. As you know, mobile banking apps are mainly built for bank customers’ to do transactions and manage their funds. But even though they are not built for fun or killing time, banks could still lose customers due to a poor user interface or a lack of high quality mobile experience. As the customer-centric mindset goes, your mobile apps should be easy to use and make your customers’ lives easier. Therefore when your native app looks like a simple ripoff of your website on customers’ smartphone, you can only expect low level of usage and receive complaints and uninstalls.

Now suppose your app is great in its interface, the next and more important thing of customer-centric mindset is to make sure that your mobile app is really flawless and bug free.

With customer-centric in mind, your customers are supposed to be served with much respect. Imagine you are dining out in a restaurant, do you want to be served by a clumsy waiter? Obviously, the answer is a NO-NO. The same thing goes in the digital world as well. End customers nowadays are less likely to get in contact with your company personnels. With that being said, your mobile apps are acting as the ‘servants’ or ‘bank tellers’ for meeting customers expectations and fulfil their needs in different context, which means on different devices. To make your customers always delighted, your apps should perform exactly the same way you expected it.

Put It Into Practice

Despite in the different business and industry than yours, we at Testdroid always put the highest priority on our customers’ needs and expectations. Besides the to-be-announced new UI (take a sneak peek here), our 24/5 support mantra has won a long list of customers and secured us to repeat businesses with them.

Keep in mind, your mobile apps might be great in concept, but a lack of great user interface and a bunch of bugs will lead to a failure eventually. It is imperative to make sure that you have built a responsive mobile application to satisfy your customers and that your apps are impeccable on a wide range of devices. But remember, when you are trying to build an app to make your customers’ lives easier, you need to make your own life easier too. Neither manual testing nor buying hundreds of devices is giving you an easy life. Instead, relying on cloud-based mobile app test automation services like Testdroid Cloud can really save your time and efforts, making you feel cozy.

All in all, mobile-first mindset can only result in some short-term results (not even counted as success). It is true that a mobile presence can bring you some of customers who do not care much of a pleasant mobile experience. To achieve long-term success, however, a customer-centric mindset with highly customer-focused initiatives are fundamental for your company to attract new customers and win from the competition.

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