On 31/12/2011 22:52, TreKing wrote:
On Sat, Dec 31, 2011 at 12:59 PM, John Coryat <[email protected]
<mailto:[email protected]>> wrote:
That's all fine and good for people who already have your app but
those that are "shopping" won't see it unless they've already
dismissed the negative comment.
True enough. But it helps in the sense that f a person leaves a
negative comment / rating, after I respond to to it, some of the
people that see my response jump to the market and bury the negative
comment with positive ones. I've also have the person update or remove
their rating. So it helps keep the positive comments at the top. After
a while, people that would otherwise leave a negative comment / rating
for whatever reason will have realized that that's not the way to go
and will email for help or hold back, preventing more negative
comments and ratings.
And this is not only for responding to users, but proactively
communicating with them.
Perfect example: the last week or some I've had some server issue that
has rendered one key feature in the app fairly useless. I sent a
message via the app explaining the problem. I still got some emails
about it asking what the deal was, but in over a week I have not
received a single negative comment / rating due to this issue while
I've been working it out.
By responding to existing users I've garnered a lot of good will and,
from my experience, absolutely helps curtail the negative comments and
encourage positive ones. Plus, it's cathartic to lay into the haters
and rate their rating of my app =) I've gotten a ton of emails from
users that my responses are their favorite "feature".
-------
Interesting approach. In non-trivial apps it is always useful to have a
system to notify users of something. I've had a few users changing their
1 star comment after they mail me and I fix their problem fast.
But most of them will not email you ever.
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