MEASUREMENT
MEASUREMENT
User can cancel booking ( and self-serve )
Users should be able to cancel their booking inapp , instead of searching through the app to find out what the process is to do so , or be requested to call or write to the business to do so . Cancelling should be as convenient as managing their booking . Avoid directing customers to the contact centre for this type of interaction ( or , even worse , requesting they write to you !), because it frustrates customers and puts call volume and cost on to the business .
MEASUREMENT
# orders / bookings viewed # orders / bookings changed # orders / bookings cancelled
Passes and Redemption
Enable customers to conveniently receive and redeem passes or vouchers in-app , view their loyalty status , or receive timely updates when things change - and remove the need for them to print and carry physical collateral .
“ 50 % customer download apps to access special or exclusive offers ”
Responsys , April 2014
At roughly 10 %, the redemption rate of mobile coupons crushes that of print coupons , which hovers around 1 %.
Business Insider 2013
If you issue event or booking passes and / or coupons enable users to retrieve them from Passbook or Google Now for redemption offline ( and eliminate physical passes and print-outs )
Users should be able to retrieve and view their booking pass in-app - instead of physical printouts - and scan them for entry to events or facilities such as airport security , or to show at hotel checkin . Users should also be able to redeem coupons or vouchers for goods or events using Passbook and conveniently view and manage their passes in-app . In Android , Google Now presents users with ‘ cards ’ with the right info at the right time - be it an event , flight , hotel or restaurant reservation - received in Gmail . You simply mark-up email notifications to users . See which schemas are supported : Google Now
In iOS , passes can be added Passbook , to be viewed / displayed at any time , and which you can also update at any time - crucial for time-sensitive bookings and events that may experience delays or cancellations .
If you have a loyalty scheme , enable iOS users to view their status and redeem rewards offline using their Passbook app ( instead of needing to login via the web )
Irrespective of whether or not your own app contains your loyalty scheme , iOS users could view their loyalty pass and status directly in their Passbook app ( alongside all of their other passes ), and enable convenient viewing of their status , and redemption of rewards , etc . Passbook also enables you to update loyalty information at any time , which is important for time-sensitive status and rewards .
MEASUREMENT
Universal Analytics online-to-offline measurement with USER ID
36