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Table of Contents
INTRODUCTION
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11
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19
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SECTION 3. KEY DIFFERENCES BETWEEN THE APP STORE AND PLAY STORE
The App Store Offers More Volatile Ratings and Rankings
But The Play Store Offers More Freedom for Marketers
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26
27
28
29
30
34
35
37
38
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41
44
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TL/DR
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CREDITS
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TABLE OF CONTENTS
Introduction
1,500,000
Number of Apps
1,250,000
1,300,000
1,200,000
1,000,000
750,000
500,000
300,000
250,000
240,000
130,000
0
Google Play
Apple App
Store
Windows Phone
Store
Amazon
Appstore
Blackberry
World
Source: Statista
Today, there are over 1.3 million apps in the Google Play Store, 1.2 million in the Apple Play
Store, over 300 thousand in the Windows Phone Store, and 240,000 in the Amazon Appstore.
The growth of mobile apps is only accelerating, with the Play Store in particular doubling its total
number of apps in 2014.
INTRODUCTION
The app market is only going to grow, with the total number of mobile app downloads
expected to exceed 268 billion and generating over $77 billion by 2017. This means that the market
is getting even more competitive and standing out in the app stores is nothing short of a gargantuan
task- unless, that is, you put an app store strategy into place early.
And, youve taken the first step by downloading this guide.
63%
50%
41%
34%
25%
20%
23%
19%
15%
16%
13%
14%
16%
iOS
Android
7%
4%
7%
6%
The key to both getting your app to rank prevalently in search results and getting your app
featured in app store top charts the key to making your app discoverable - is better app store
ratings and reviews.
To see evidence of just how instrumental ratings and reviews are to an apps success, go no further
than your favorite app store. We did a little digging around in the Android Play Store to see what
sort of correlation exists between ratings, downloads, and revenue across the stores various Top
Charts, and found a few not-so-startling statistics:
INTRODUCTION
As funny as they are, these two XKCD comics raise a few startling points.
First, reviews rarely map to the metrics and issues you need to be concerned about. In the comic above, the app failed
to meet its single purpose yet, this was overshadowed by the more numerous reviews of secondary elements of the
app. As weve seen time and time again, reviews are often in the shape of crash reports or customer wish lists. The app
store is all too often a last-ditch channel of communication with the app publisher when all other channels are closed.
Second, a four-star rating is an exceptional feat that a very small proportion of apps achieve. Yet,
with your competitors increasingly raising the bar on app quality, its getting harder and harder to
stand out and grab market share. A four-star rating is fantastic. But if your competitor has four and
a half stars, your potential customers are going to try their app first.
Before you stress about that extra half a star, its important to realize a few of the reasons why your
app may be lagging behind your competitors. (Hint: Its not because your competitor has a better
app.)
App store ratings and reviews often suffer as a result of a few inherent biases
that can be detrimental to even the best apps in the market:
See Section 4.4 for more on the negative bias.
THE NEGATIVE BIAS.
People are 33% more likely to leave a rating or a review after a negative experience with the app
than they are for a positive experience. As a result, app store ratings are often artificially low.
43%
57%
Giving a voice to the silent majority to achieve a more representative sample of ratings and
reviews by motivating more of your mobile customers to leave a review.
Filtering minor bug reports and feature requests out of the public app store reviews by providing in-app channels of communication and two-way dialog between your app or company
and your customers.
Addressing and managing negative reviews to reduce customer churn and turn
critics into advocates.
Complementing your apps ratings and reviews with a more holistic app store
optimization strategy to make it easier for potential customers to discover your app, even if
your ratings and reviews lag behind your competitions.
Over the next six sections, Apptentives Mobile Marketers Guide to App Store Ratings & Reviews will
provide actionable recommendations for each of the aforementioned strategies of boosting the
quality and quantity of your reviews. In the process, we will quantify just how important star ratings and reviews are to the health of your mobile app.
We will introduce a few differences between the Apple App Store and the Google Play Store and
what those differences mean for ratings and reviews. Well also present two original case studies
and an additional resources page highlighting some of the best practices for improving your mobile
marketing efforts.
Enjoy!
INTRODUCTION
1
Understanding
App Store Ratings
If a person takes all that time to leave a review, chances are they have either a
strong positive or a negative reaction to the app. Make it a positive one.
)
UNDERSTANDING APP STORE RATINGS
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Step 6: Rate the app, write a review (optional), and hit send.
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13
While neither Apple nor Google have revealed specifics about how they calculate search rankings,
it is generally accepted that both app stores factor in:
Rating/Review Quantity
Rating/Review Quality
Download count
App Usage statistics (How engaged are the people using your app? How frequently do they use your app?)
Uninstalls (How much customer churn does your app experience?)
Growth (How have daily download counts changed over time?)
Keyword density of the apps landing page (See Section 6 Beyond the Stars: Optimizing for the App Store)
At the time of writing this guide, no comprehensive study has been conducted on the importance
of app store rankings in driving traffic, but there are a few lessons we can learn from App Store Optimizations (ASO) older brother, Search Engine Optimization (SEO). When it comes to the correlation between rank order and click-throughs on a search engine results page, we see a few startling
statistics:
The top-ranking result gets 56% of clicks
Combined, the top 5 highest ranking results get 88% of clicks
It might not seem like much, but outranking your competitor even by a single rank can make all
the difference.
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Driving Downloads
After reaching the apps landing page, star ratings continue to play a big role in the consumer
adoption process.
15
0%
25%
50%
75%
100%
16
This data reveals that not only do star ratings matter, but that a single star can make a huge
difference. You may be sacrificing a dramatic increase in active users by not managing your flow of
ratings and reviews,.
App Downloads
700,000
525,000
350,000
Potential Market
175,000
Current Market
App Store Ratings
17
Jumping from...
To...
18
March 2
March 8
19
2
Understanding
App Store Reviews
21
APP UPDATES
33% of people
usually or always
check reviews before
updating to a newer
version of an app.
MOBILE REVENUE.
36% of people
usually or always
check reviews before
making an in-app
purchase.
Considering that reviews are, by default, shown in chronological order (latest first), its important
to have not only positive reviews but also a high volume of recent good reviews. In other words, if
33% of your app store traffic reads at least seven reviews, its important to do everything you can to
ensure that your latest seven reviews are all positive.
22
49%
65%
of survey respondents
expressed likelihood
to leave a review after
a negative experience
with an app.
of survey respondents
expressed likelihood
to leave a review after
a positive experience
app.
with an
22%
of survey respondents
expressed likelihood
to leave a review to
suggest a new feature
for the app.
43%
of survey respondents
expressed likelihood
to leave a review to
report a bug in the
app.
15%
of survey respondents
expressed likelihood
to leave a review to
comment on a version
difference after an
update of the app.
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24
3
K EY DI FFER ENCES B ETWEEN
RECOMMENDED READING:
The Data Behind Why Googles Play Is So Much Harder
For Startups To Crack Than The IOS App Store.
THE DIFFERENCE BETWEEN THE APP STORE & THE PLAY STORE
26
The Google Play Store places less emphasis on the role of ratings and reviews as social proof by
showing app downloads as an alternative indicator of popularity. With no other measure of quality available, competing on ratings becomes much more important for iOS apps as a new or lesser-known app can usurp a much more popular app on ratings alone.
SEE ALSO SECTION 6: BEYOND THE STARS for other differences between the App Store and the Play Store
THE DIFFERENCE BETWEEN THE APP STORE & THE PLAY STORE
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4
Improving Ratings
with Intelligent
Prompts
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REMIND ME LATER.
Choosing this option will dismiss the prompt for the time
being and display it again at a later time. People who click
this option are typically open to supporting your app with
a rating or a review but are too pressed for time to do so
in their current session.
NO THANKS.
Selecting this option will dismiss the prompt and tell the
app that you do not want to be seen the prompt again
at least in the near future or until the next update.
Achieving a higher volume of ratings and reviews. As shown in the case study at the end of this
section, effective prompting can dramatically increase your ratings.
Achieving a higher concentration of positive reviews and 5-star ratings. Prompting a random
sample of people using your app to leave a rating is a sure way to get a more representative
sample and reduce the negative bias, cutting the percentage of people who are more likely to
rate your app after a negative experience than after a positive one from 56% to 19%.
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Qualifies that only those who like the app will be asked to leave a rating or review, thereby
increasing your average star rating.
Ensures that those who do not like the app are given a voice and can leave helpful feedback
for the apps developers, reducing the likelihood of that person leaving a (likely negative) app
store review as a last resort means of communicating with the development or customer
support team.
Provides a more holistic measurement of customer satisfaction in a manner that only takes a
second and sees virtually no opt-out, as opposed to jumping straight into the more timeconsuming process of leaving a rating or review.
In working with hundreds of large enterprise apps, weve seen that starting a conversation about
whether or not the customer is happy with their experience is 5 to 10 times more effective than
just asking them to rate the app.
Likewise, weve tested asking for a rating against asking for a five-star rating. The result?
Asking specifically for five- star ratings can be seen as presumptuous and actually lead to
fewer ratings, and a lower average rating. In fact, rating prompts perceived as irritating or
presumptuous have even led to rating boycotts where people have left 1-star ratings just to get
back at the apps maker.
This may seem like a matter of semantics, but the way your frame your request can dramatically
change how your customers perceive it and the way your customers spread that message and
talk about your app.
Your prompts need to be carefully designed with your audience in mind and tested for little nuances
that can make a big difference.
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Using the Apptentive dashboard, setting this time and frequency criteria is a simple matter. App
publishers can effortlessly identify not only what events trigger the dialog, but also how many
times each customer will be prompted and how that varies by version number and time since last
prompted:
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Never solicit a rating/review at the moment of launch. Your customer launched the app for a
specific purpose let them achieve their goal before making an ask.
Not only is it bad etiquette, but delivering your ratings prompt upon launch results in 50%
more app exits than asking for ratings at any other point along the customers journey.
Deliver messages at the moment a customer completes a specific task, rather than at the beginning or in the middle of the task. For example, dont interrupt or distract the customer from
whatever he or she is doing.
Tie the content to the context. This one should be a no-brainer by this point, but ensure that
your message makes sense at the time it is prompted.
The customers you message should be at a place in their experience with your app that they
have sufficient knowledge to write a review. Waiting until your customer has completed a
specific action in the app will boost your likelihood of getting a rating or a review.
Have empathy for your customers. Dont annoy people with repeated requests in a short
period of time especially if they have responded No Thanks to a ratings prompt.
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After working with thousands of apps, including those of over 100 leading enterprises, and powering
millions of customer conversations every month, weve learned a lot. Here are some highlights:
Just asking people to rate the app is ~5 to 10x less effective than starting a conversation about
whether or not the consumer is happy.
The actual words used in the message to the customer can dramatically change the percentage of
ecstatic customers who talk about your app in the app store and impact the percentage of ratings
that also result in reviews.
Showing a ratings prompt on launch is 50% more likely to result in the app being closed than if its
shown at any other point in the app.
Customers who are asked about their opinion with an app who are unhappy are >100% more
likely to return to the app than the average app customer. It turns out that being informed that the
company actually cares about your opinion can change the dynamic.
When you give people choices about what action to take, only about 20 to 30% of
customers will actually exit the app to do something else.
Were betting on the fact that you, and app publishers everywhere, want to treat your customers well
and with respect.
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Lets humanize the in-app experience, and together well all win.
#CustomerLove.
Robi Ganguly
CEO & Co-Founder, Apptentive
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KEY METRICS:
5 Stars
1000%
7000+
Increase in Ratings
& Reviews
Pieces of
Customer feedback.
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5
Improving Reviews
by Giving
Customers a Voice
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39
Learn
more about in-app customer communication and its role in creating meaningful customer
If youre asking for reviews, both how and when you ask matter:
Weve found that both timing and prompting play a big role in review likelihood with 60% of reviews
occurring within one week of downloading the app and 57% of reviews occurring after being
prompted with an in-app ratings prompt.
Learn more about contextual messaging with
The Apptentive Guide to Mastering the Five Pillars of Context Marketing
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10 SUGGESTIONS
FOR DEALING WITH THE INEVITABLE COMPLAINTS:
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ACKNOWLEDGE
One of the most powerful ways to deal with negative feelings and feedback is simply to
acknowledge the validity of the customers feelings in the first place. By first communicating
that the person whos upset is valid in feeling upset, you can diffuse the tension that many
people bring to a frustrating situation created by feeling like they need to fight to be heard.
APOLOGIZE
In your daily life, have you ever found yourself worked up and ready to argue with someone
and then, upon hearing the words Im sorry felt a massive sense of relief and decompression?
Apologizing goes a LONG way with most people. It reminds them that youre another human
being and that you care about their feelings. When a customer is upset and frustrated, leading
off with a sincere apology does wonders for turning a potential argument into a conversation.
MAKE IT RIGHT
Sometimes an apology simply isnt enough. Taking the time to go the extra mile and take care of
your customer in a way that resolves their issue or delivers them unexpected value is usually
well worth the cost to you and your company.
For example, if your app has in-app purchases and someone is complaining, offering them
free credits might cost you a bit, but its a simple and straightforward way to put meaning
and commitment behind your words. We see app developers routinely gift virtual currency
to frustrated customers, resulting in increases in retention and spend from the unhappy
customer over the long run. Taking the stance that youll fix problems and make customers
feel special pays dividends over the long run as they tell their friends about your approach and
generosity.
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LEARN FROM IT
Take what your customers are saying and see how you can incorporate the feedback to create
a better product. If it is features they want, work with to evaluate and add them. If the app is
buggy, sort out your bugs.
Developing a great app is a journey and every piece of feedback, negative or otherwise,
presents you with information that can be used to better your app. Embrace this opportunity
to keep your community involved in the process of making something great. Making your
customers feel as if they have some ownership in your app is a fantastic way to build your fan
base and turn frustrated consumers into evangelists.
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6
BEYOND THE STARS:
Optimizing for
the App Stores
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What language do your customers naturally use? How would they define your app? What are their top
reasons for downloading and using your app?
What language do your competitors use? Should you go head-to-head with your keywords or target
a different set of customers with keywords that better speak to your unique offering and points of
differentiation?
If youre just starting out and dont have all the answers, there are out-of-the-box solutions like
Apptentive that provide customer insights indispensable in the process of creating the framework
around your ASO strategy.
Its equally important to survey your competition to identify which keywords are being targeted by
apps similar to yours. You can then determine whether or not it makes sense to target these same
keywords or a separate set of keywords unique to your individual value proposition.
Similarly, youll have to decide if it makes more sense to rank in the top 10 for a few highly competitive
keywords or to rank in the top spot for keywords with a lesser search volume.
CHOOSE THE RIGHT APP NAME
Average Ranking
10.3%
Ranking
Increase
No Keyword in Title
Keyword in Title
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Titles in the App Store can be up to 255 characters, allowing for plenty of keywords or keyword
phrases. However, dont take this as an opportunity to stuff every keyword you can think of as your
apps name is, first and foremost, your first impression to a potential mobile customer.
Youll also want to shift your most descriptive text to the front of the title, as only the first 25 or so
characters will appear in search results.
Many apps take the approach of Urbanspoon, where they first give their app a brand-friendly name
followed by a short, but keyword-heavy description of the app:
Title keywords are less common in the Google Play Store, where titles are restricted to 30 characters, although many apps still try to fit in one or two.
Its also important to use only URL-friendly characters in your title, particularly in the iTunes App
Store. Special characters or symbols will detract from your ASO strategy and cause iTunes to refer
to your apps numeric ID, rather than its name, to scan for relevant keywords.
While many of these strategies apply across the board when it comes to the different app stores,
the iTunes App Store and the Google Play Store have two very different approaches when it comes
to ASO keywords.
The iTunes App Store has a 100-character keyword field and exclusively uses your apps title and
whatever keywords or keyword phrases you include in these 100 characters to
determine which search strings your app will show up for. With this in mind, its important to use all
of the allotted characters and carefully research your keywords to maximize your organic traffic.
For best results, consider using less competitive keywords for which you can rank high and avoid
including your apps name as a keyword as is already indexed.
On the other hand, the Google Play Store takes an approach more similar to modern SEO. Google
does away with the specified tags and scans your apps description to extract relevant keywords. In
this scenario, youre given 4,000 characters to describe your app in natural,
customer-facing language. Without trying to jam as many keywords into this text as possible at the
expense of your messaging strategy, try to sprinkle relevant keywords where they
logically make sense. Best practice holds that keywords you really want to be targeted should be
repeated five times throughout the description. Additional mentions have
little to no effect on ASO and turn off potential customers if your description appears
intentionally repetitive.
BEYOND THE STARS: OPTIMIZING FOR THE APP STORES
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With the exception of a few of the aforementioned, strategically placed keywords, your apps
description should be targeted toward your customer base, rather than a search engine index. Your
description should be viewed as a call-to-action for potential customers. Describe what your app
does in simple and concise language, list the unique benefits your app offers, and compel the reader
to download your app. Youve already convinced the app store that your app is relevant to a specific
list of keywords, and now its time to convince your potential customers that your app meets their
needs.
Wed recommend focusing the bulk of your energy on the first three lines of your description
to immediately grab your readers attention. Given the ever-growing number of apps in the
marketplace, customers are sure to have a few if not several alternatives to consider when
evaluating your app. Make their decision easy by immediately communicating what your app does
and why they should use it.
In the remainder of the description, consider including social proof, such as excerpts from reviews
of your app or awards your app or company has won, and a list of the unique features (and derived
benefits) your app offers.
As your potential customers browse a nearly endless list of apps, your visual icon is the first
impression theyll have of your app. And its important to make it count.
Stand out from the clutter with an icon unique to your app. Icons should be clear enough that they
immediately convey what your app does, even in its scaled-down form within your apps menu. As
such, dont overcomplicate your icon with unnecessary words or logos that demand extra time
from your customers.
To get an idea of what works historically, simply browse the top rated apps in your category or
Google/Apples top picks:
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Across the board, youll see a trend toward bright colors, unique shapes, and simple imagery. Few
icons use words and several incorporate some sort of border or drop shadow to make your icon
pop, regardless of its background.
And once again, its important to do a little competitive research to ensure that your icon is
differentiated enough to avoid having your app confused with a competitors.
Like icons, screenshots in your apps description may not have a direct effect on search rankings,
but they do drive downloads. Images convey more about what your app actually is and bring your
descriptive text to life, allowing potential customers to visualize using your app before they make
the download.
Typically, your first 2-3 screenshots will show in the gallery on page load, so take special care in
ensuring that these screenshots speak to your biggest customer benefits and dont fall into the trap
of showing off a generic splash screen no matter how nice it looks.
When it comes to global marketing, a one size fits all approach wont cut it. If your audience
goes beyond the English-speaking world, invest in translation services to localize your apps title,
keywords, and description to the most popular languages spoken by your customer demographic.
Both the iTunes App Store and the Google Play Store allow you to localize your apps listing to
make both discoverability and readability easier for your customers. And it works taking just
a couple minutes to localize keywords has been seen to increase downloads by as much as 767
percent!
According to OneSky, only 31 percent of global app revenue is generated by North America and 72
percent of consumers prefer to use their native language when shopping, even if theyre fluent in
English.
At the end of the day, its important to remember that on-page optimization is just one tool in your
mobile marketing toolkit. And this is where your SEO knowledge really comes in.
Apple recently revealed that their iTunes search algorithm factors in your apps total page visits
when determining your search rankings. Simply put, the more traffic you drive to your apps
listing, the higher it will score in the iTunes App Stores search algorithm. To drive traffic, build an
online presence around your app with social media and content, soliciting press and reviews, and
investing in online advertising.
BEYOND THE STARS: OPTIMIZING FOR THE APP STORES
49
Regardless of whether or not other app stores take a similar approach in its search algorithm,
moving beyond the app store with your marketing strategy is an important way to drive traffic and
downloads for any app.
UPDATE FREQUENTLY
Mobile customers are looking for apps that are constantly improving, with regular updates based
on customer feedback. Apps that are frequently updated are seen, by both the app store and the
customer, to be of a higher value and more customer-centric. Additionally, app updates highly
correspond to better reviews as each new and improved version of the app should naturally
receive higher ratings than the version before.
When updating, its also important to maximize the Whats New field to outline new or improved
features and include a compelling call to action for updating the app.
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ENCOURAGE FEEDBACK
Last but certainly not least, a consistent flow of positive reviews serves as the highest possible
validation of your apps quality.
The apps with the highest review counts are those that keep their customers engaged and
proactively solicit customer feedback to shape their product roadmap and future updates. Its
important to keep in mind, however, that app store ratings provide just a myopic view of customer
satisfaction. Typically only your vocal minority those who either love or hate your app will take
the time to write a review. In reality, most of your customers lie somewhere in-between these two
extremes and require that extra engagement or prompt to give their feedback.
As an ever-increasing number of brands and startups are going mobile first, differentiation in
the app store is crucial. Apps that hope to make it big need to put just as much thought into their
marketing, acquisition, and engagement strategies as they do in their development. And those that
do will be rewarded in spades in the form of more downloads, higher reviews, and Customer
Love.
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Deeplinks are for apps what hyperlinks are for the internet.
Technically, the internet is just a big pile of web pages interconnected
via hyperlinks. One page links to the next, often in a contextual way. Thanks to search engines, we
can find what were looking for by making use of web page meta data. A search engine categorizes
the web and gives us relevant results, based on previous searches and collective data.
For apps, such a thing doesnt really exist yet. The app stores are just flat long lists, broadly
categorized into Games, Productivity, Health, etcetera. An app publishers only means of
attracting attention within the app stores is to get featured, or to fight its way to a Top 10 or Top
100 position. Many publishers simply dont have the means to get there and fade away into app
store oblivion.
App deeplinks can change all that. Deeplinks look like normal URLs, but instead of linking to a
web page they link to a resource within an app. Such a resource can be anything: a user profile,
an article, a shop item, and so on. One app, or a web page, can link to another app, as long as its
installed on the device.
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Similarly, a publisher can create a Twitter App Card and introduce an app native to an already
happening Twitter conversation. In the same way, Facebook allows advertisers to push their apps
directly from a Facebook page or ad. Its a great way to introduce an app in a contextual stream that
already exists and is native to the platform, making the barrier to interact with a user to evoke an app
install considerably lower.
SOURCES:
http://blog.similarweb.com/an-amazing-seo-trend-for-android-apps-deep-app-links/
https://developers.google.com/app-indexing/
http://www.statista.com/topics/1002/mobile-app-usage/
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Better Rankings
Success
Ratings and reviews are the single most important indicator of your apps quality, yet theyre all
too often biased by a misrepresentation of your most vocal critics. With a few easy-to-integrate
improvements, in the form of rating prompts and in-app customer communication tools, you can
make your ratings and reviews work for you rather than against you.
AND ALL IT TAKES IS THREE STEPS:
1
Give a voice to the silent majority by encouraging ratings and feedback with proactive
prompting.
Create more appreciate channels than the app store for providing in-app customer support
to filter minor bug reports, feature requests, and customer questions out of your otherwisepositive reviews.
Manage and respond to negative reviews to reduce customer churn and turn critics into
evangelists.
We hope you find this guide helpful as you navigate the app stores, and we wish you all the best in
your mobile marketing endeavors. Give us a call if we can be of help.
Best wishes,
Team Apptentive
FINAL THOUGHTS & CONCLUSION
53
TL & DR
Not enough time in the day to read a 60-page guide? Its okay. Were not too hurt.
TL & DR
54
CREDITS
Written By:
Alex Walz
Content Marketing Manager, Apptentive
@alexmwalz
Robi Ganguly
CEO & Co-Founder, Apptentive
@rganguly
Designed By:
Josh Tuininga
Design Director, Apptentive
@TheMediumStudio
About Apptentive:
Additional Contributors:
Emily Carrion
Head of Marketing, Apptentive
@emily_carrion
Rachel Harrington
Marketing Coordinator, Apptentive
@rharrington0527
Reinder de Vries
Founder, LearnAppMaking.com
@reinderdevries
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