In June, I started interviewing startups and companies about their customer journey mapping process for a bigger piece I’d been preparing for CXLConversion. Later that month, I was introduced to Chloe, by a common friend, and was completely wow-ed about the startup’s eagerness to share their CJM example with me. Because she offered me a complete and detailed description, I decided to give her piece an exclusive coverage on my own blog. A section of this article will also be available in the bigger piece I’m writing for the other publication.
About Dapper Apps
Dapper Apps is an Australian-based mobile app development company, that specializes in the design and development of stunning and intuitive apps for iPhone, iPad, Android, Windows, and the Web. Dapper’s CJM has 5 phases: Research, Comparison, Workshop, Quote, and Sign-Off.
Chloe argues that “Initially app development is a bit of a mystical concept to most people, even those who may be technically-minded. While the process is like getting a website made, knowing where to start with an app really bewilders people. Often the attitude is that if they can just get their app made, they will become overnight millionaires. When a potential customer finds Dapper Apps and contacts us, it is usually with great enthusiasm and a gung-ho mindset. About half of those are simultaneously protective, as they believe their idea is so good that we or anyone else that hears about it, will want to steal it”.
[Tweet “@dapper_apps: “Our role is to be available to demonstrate why we are credible & trustworthy”. #customerjourney”]
“And to explain the basics of the app development process”.
“The upside and downside of running a digital business is that we can work anywhere in the world and we can work with clients from anywhere in the world. This also means that we compete with service providers globally – including small independent developers working out of their spare room/garage or cheap development houses in India or Ukraine, for example. No doubt there are quality developers to be found everywhere, but there are also countless examples of people getting burnt by choosing price over quality. It is our job to let customers know what they should look for, understand the capabilities that their selected team should have, assess their portfolio of work and comprehend the associated costs.”
Generally, this is our opportunity, to be honest about the truths – the good, the bad and the ugly of app development – to establish that trust with our clients.”
Chloe shares that at Dapper, they always encourage clients to go into a workshop with the agency, accompanied by external startup consultants to guide them on how to run a successful app business prior to huge investments. “Not all customers choose to do this, however, it is highly advantageous. We may take them through the lean startup methodology or simply delve deeper into their idea, pull it apart, refine it and test its viability. A common question we get asked is, ‘How do I know the app will be successful?’. Of course, there are numerous factors that play into that and we cannot make any guarantees as…”
[Tweet ““The strategy, design, and development of an app are only one component of the overall business.” – @dapper_apps”]
“However, you can certainly reduce the number of mistakes made by thoroughly assessing and truly appreciating what’s involved”, she adds.
“Our clients generally will have an idea about the costs before we get to this stage, but the quote is the concrete part… that little-dotted line. We all know that feeling when you sign off for something, and your feelings are a mix of nervousness and excitement. You question what else you could do with the money, is it the right decision, can I really do this? These are all things our clients’ experience and we have to ensure they are as educated as possible, so that they enter into their agreement with us, with complete confidence”.
Finally, the moment a contract is signed-off, customers want results.
“For a good client relationship, it is critical that we set clear expectations and keep the client well-informed through every step of the journey. We have select resources that we send to clients at key touch points to ensure they know what to expect, what to do next, what we are busy working on, when they will see tangible outcomes, what they can be preparing for/doing in the meantime”.
“If we are developing a back-end system, for example, there’s not a lot that we can actually show to our customer. This can feel like an eternity with no results, so…”
[Tweet “@dapper_apps ““We communicate what is happening and keep other tasks in motion simultaneously so they never feel in the dark.” – cool principle!”]