Episode released on: August 28th, 2023
Beyond Downloads: Jennie Lewis Explores the Depth of App Measurement for Enhanced Customer Experience – THE CX GOALKEEPER – Transformation, Customer Experience, and Leadership Goals
Introduction:
In our latest episode of the CX Goalkeeper Podcast, we were honored to sit down with a true trailblazer in the world of customer experience and mobile app dynamics, Jennie Lewis. With her deep expertise in quantitative research and her finger on the pulse of the mobile app industry, Jennie offers invaluable insights that are shaping the future of customer interactions in the digital age.
From understanding the nuances of mobile app lifecycle measurement to the art of effective onboarding, our conversation promises to be a treasure trove of knowledge for C-Levels, transformation experts, and CX professionals alike.
Jennie Lewis:
Jennie Lewis is a prominent figure in the realm of customer experience and mobile app insights. With a rich background in quantitative research, she has a keen focus on understanding the economic impact of mobile apps on businesses. Jennie’s professional journey has seen her transition from the world of email technology to her current influential role at Airship, where she leads customer insights. Throughout the interview, she emphasized the significance of the mobile app lifecycle, from user engagement to retention. Jennie also highlighted the importance of recognizing and harnessing the ‘superpowers’ within a team, reflecting on her fulfilling experiences with diverse teams. Her insights into the cost of user acquisition, especially the differences between the US and Europe, offer a fresh perspective on mobile app strategies.
“The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings.“
Jennie Lewis
“Just like any customer experience, there’s a lifecycle in how the end customer will interact with the app as it relates to their interaction with the brand.”
Jennie Lewis
Chapters:
00:00 Start
00:31 Introduction to Jennie Lewis
01:04 Jennie’s Role and Focus on Customer Insights at Airship
02:24 The Importance of Community Service and Family in Jennie’s Life
03:06 Discussing the Term “Design Jolt”
03:48 Introduction to the Main Topic: Mobile App Lifecycle Measurement
04:39 The Growth and Importance of Mobile Apps in Business
05:51 Measuring User Engagement and Economic Impact in Mobile Apps
09:19 Comparing User Acquisition Costs: Europe vs. the US
10:08 Strategies for Creating Awareness of Mobile Apps
12:03 Best Practices: Improving Customer Experience and Revenue through Mobile Apps
14:10 Challenges in Implementing Mobile App Measurement Solutions
16:38 The Future of Mobile App Measurement and Strategy
18:37 Jennie’s Journey from Email to Mobile App Insights
20:22 Leadership Lessons from Jennie’s Career
21:36 The Concept of Resilience in Leadership
22:49 The Secret Ingredient in Leadership: Recognizing Team Superpowers
24:23 Predictions for the Future of Mobile App Insights and CX
25:14 Jennie’s Golden Nugget for the Audience
25:58 Conclusion and Thank You
Contact Details:
Book suggestion:
- “The Lean Startup” by Eric Ries
- “The Innovator’s Dilemma” by Clayton Christensen
Golden Nuggets:
- “Jennie Lewis shared a profound insight during our conversation, emphasizing the magic of team dynamics. She remarked, ‘The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings. My most fulfilling moments have been with a diverse team at Airship, where everyone’s distinct strengths came together harmoniously. It wasn’t just productive; it was pure joy.‘”
Summary of the Episode:
Jennie Lewis on Mobile App Insights, Leadership, and the Magic of Team Dynamics
In our recent episode of the CX Goalkeeper Podcast, we were graced by the insights of Jennie Lewis, a trailblazer in the realm of customer experience and mobile app dynamics. Our discussion was both enlightening and expansive, covering the nuances of mobile app measurement, leadership lessons, and the beauty of team synergy.
The Mobile App Landscape
Jennie began by highlighting the meteoric rise of mobile apps in the business world. She emphasized, “Mobile app growth has been enormous in the last several years… it’s really becoming more of a destination for brands.” Delving deeper, Jennie discussed the challenges and strategies in measuring user engagement, retention, and the overall economic impact of mobile apps. Her insights into the stark differences in user acquisition costs between Europe and the US were particularly eye-opening, suggesting a need for brands to tailor their strategies based on regional nuances.
Journey from Email to Mobile
Jennie’s professional journey is a testament to her adaptability and foresight. From her initial foray into email technology to her pivotal role at Airship, she underscored the importance of staying ahead of the curve. Her stories served as a reminder of the ever-evolving nature of technology and the need for professionals to be agile.
Leadership and the Power of Teams
Perhaps the most resonant part of our conversation was Jennie’s take on leadership and team dynamics. She passionately shared, “The true essence of a successful team lies in recognizing and celebrating the unique superpowers each member brings.” Recounting her experiences at Airship, she painted a picture of a harmonious team where diverse strengths converged to create something truly special.
A Golden Piece of Advice
As our conversation neared its end, Jennie shared a heartwarming piece of advice, her golden nugget: “The happiest I’ve been is when I had a team… where everyone had completely different superpowers. It was not just about productivity; it was about joy, collaboration, and growth.“
In summary, our dialogue with Jennie Lewis was a rich tapestry of insights into mobile app dynamics, punctuated with invaluable leadership lessons and the undeniable importance of team dynamics in fostering success.
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