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How To Come Out On Top When Dealing With Negative Reviews

App developers have a love/hate relationship with reviews. From one perspective, a pack of great reviews on a widely searched site like Yelp, Amazon, or the App Store can drive revenue increases for your app.

However, bad reviews can weigh you down and make users wary to spend money or time on your app.

Often we’ll want to shrink away or fight back against bad reviews, but that can be counterproductive and even more damaging – rather, taking a proactive approach to the review system and getting to know your users is the more solid approach.

Consider this:

  • 60% of users consider reviews important
  • 80% of users say reviews impact their decision to purchase
  • Only 7% of users never look at reviews
  • A single star of improvement on Yelp can lead to a 5-9% revenue increase

Clearly the benefits to reap are massive.

Keeping the goal of helping the user in mind can mean the difference between a stellar review profile and a list of complaints that drive away new business.

The three key steps in keeping your reviews in check are:

  • Monitor
  • Invite
  • Respond

You should monitor the app store and social media, invite your users to offer feedback and receive support, and lastly, respond to complaints with iterative fixes and attentive customer service.

Further, bad reviews aren't the fina say on your app. The App Store shows reviews for the latest version of your app by default, so updates and new releases provide you with a shot at redemption. 

Keeping an eye out on your reviews will allow you to build a deeper connection with your users and provide better releases.

Sources: Google, Jakob Nielsen, Mike Smith, Markingcharts.com, eMarketer, Chris Thompson, Apptweak, Apptentive

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Rocketeers to speak during Big (D)esign Conference 2014 at the Addison Crowne Plaza Hotel

We're a week away from The Big (D)esign Conference in Addison! For the last six years, designers, gamers, filmmakers, and industry leaders have come together to talk shop, exchange advice, and share insights into the world of design.

From September 4-6, there will be four keynote talks and 70 presentations by experts in User Experience, Social Marketing, Development, Gaming, and more.

Rocketeers Adam Polansky, Matt Johnson, and Brian Cope will also provide their expertise during the three-day conference at the Addison Crowne Plaza Hotel.

Polansky, UX strategist and conference cofounder, will deliver a keynote address at 5:00 p.m. on September 5 in the Trinity Ballroom.

Matt Johnson – the EVP of Bottle Rocket and GM of Thruster, our gaming division – and Thruster Project Manager Brian Cope will discuss “The New Normal of Virtual Reality” at 11:00 a.m. on September 6 in the Addison Lecture Hall.

Other notable speakers include Phil Tippett – an Academy Award winning visual effects artist best known for his work on films such as Star Wars and Jurassic Park.

Thursday is dedicated to two all-day workshops. Jo Anne Wright of SRA International will lead a workshop on Prototyping while Cory Lesbon of Lesbontech LLC will lead a workshop on Usability.

Tickets to The Big (D)esign conference are still available, with special deals for groups and students. Use the discount code "addison" for 25% off the entire conference. 

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TV Everywhere and Video Delivery on mobile discussed at a recent Digital Video Forum

Rocketeer JT White recently spoke at the Cynopsis Digital Video Forum representing our Video Everywhere, TV Everywhere solution, AWE.  The summit, held at StumbleUpon HQ, focused on the future of digital video, content development and measurement. In attendance were executives from ComScoreTubular LabsDiscovery Digital Networks, Adobe, CBS Interactive and more.  

White (pictured second from the left above) tackled the explosion of digital content on mobile devices.  He explained to the audience that it is important to “reach the people who count, don’t count the people you reach.” 

Here are a few great quotes from the forum: 

“Content owners feel they can deliver a premium experience on the tablet and mobile…as good as on a TV,”  - Ooyala Sr. Director of Product Management Sudhir Kaushik 

“Audience engagement is quickly becoming one of the most valuable metrics for TV networks.”  Watchwith VP of Business Development Geoff Katz 

“Sharing is the new marketing,” Tom Lofthouse, Discovery Digital

“The average revenue per user is much higher off of YouTube then on it, and distributing content on YouTube makes you a “needle in a sea of needles.”  Erick Opeka, EVP Cinedigm

For more information on our TV Everywhere solution or our approach to delivering content on mobile, contact us

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Rocketeer Charity: Spondylitis Association of America

For our latest charity drawing, Rocketeers are support the Spondylitis Association of America - a nonprofit dedicated to searching for a cure to ankylosing spondylitis and related diseases. 

Ankylosing spondylitis is a disease that affects the joints in the spine and other joints - causing inflammation, severe pain, and other serious side effects.

Rocketeer LB Herbert entered the SAA into our charity drawing. 

"The Spondylitis Association is a tremendous resource to those with Ankylosing Spondylitis and related diseases, from providing support groups to supporting research to find a cure for AS.  SAA has not only helped to increase awareness of AS, their efforts have helped to educate patients, care-givers and healthcare professionals about the disease and importance of early diagnosis and treatment," Herbert said. 

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Rocketeer and Sabre Hackathon Judge Chris Roche shares thoughts on how to #ReinventTravel

If there is an industry that would stand to gain the most from revolution, for both the consumer’s and the employee’s wellbeing, it is the travel industry.  This is also the reason I’m incredibly excited that Sabre’s Dev Studio is opening up their APIs and services to the public, as well as hosting the upcoming ’24 hours to reinvent travel’ hackathon to energize the industry.  Bringing the design and development community together and arming them with modernized endpoints provides a real opportunity to drive the incredibly complex ecosystem in travel forward.

I’ve been very fortunate to be a part of that type of innovation as a member of the team at Bottle Rocket. Bottle Rocket has designed, built and launched over 150 premium brand experiences since the company was founded just over 6 years ago.  With clients like Coca-Cola, NBCUniversal, LEGO and many more, memorable, cutting edge brand experiences are always at the top of the priority list.  While designing a remarkable user experience is challenging, the biggest hurdle to digital innovation that we’ve seen is the absence of the modern web services needed to power the type of experience most users have come to expect. 

Bottle Rocket has been fortunate to partner with Starwood Hotels and Resorts - one of the most forward-leaning brands in travel today. For the past few years and we’ve worked together to navigate many of the challenges posed by a diverse and fragmented ecosystem. The Starwood Preferred Guest iOS and Android experiences support all of their nine hotel brands, which exponentially increases the complexity of integration.  It was only through collaboration and sheer talent of Starwood and Bottle Rocket’s teams that such a compelling experience could be built, and that sort of experience just wouldn’t have been possible for a smaller team.

The launch of Sabre’s Dev Studio changes that reality by opening access to Sabre’s industry-leading services.  If you have exciting ideas to revolutionize the travel industry, want to get a closer look at how the Dev Studio will modernize the industry or just want to come see the amazing ideas, register for the hackathon taking place on August 1st and 2nd near Dallas, TX.  The 1st place, $15,000 (which includes credit to Sabre’s APIs) may be just what you need to launch that next amazing experience in travel.

Chris Roche
Business Development 


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