How to Turn Unhappy Users into Delighted Long-term Customers

For the past week, I’ve been dealing with a myriad of very unhappy users because of a critical bug in Teleprompter Lite.

The bug was stopping users from accessing their work after a certain amount of activity (the point at which I ask “What do you think?” and prompt to rate on the App Store).

I’m unable to rely on Apple approving my update quickly (despite two requests for an expedited app review), so what do I do with so many unhappy users?

Read more →

Building a Better Upgrade Experience

Most of my Teleprompter Premium customers are ‘upgradees’ from the free version of the app Teleprompter Lite. Over the last two evenings I’ve made it my mission to re-build that upgrade experience.

Since the purchase is a completely separate app, the experience is a little broken for my customers… Users may have been using Teleprompter Lite for a number of days or even weeks, then when they upgrade to Teleprompter Premium, they have to start all over again with an empty app.

Also, both apps have a user registration process when you open them for the first time, which would mean an ‘upgradee’ would have to register their name and email address for a second time after they install Teleprompter Premium. I have this registration process in place so that my marketing lists can identify which users have upgraded from Lite to Premium.

Potentially, their experience may reflect something like this…

  1. Install Teleprompter Lite
  2. Register name and email address
  3. Compose some scripts
  4. Customise some options in those scripts
  5. Decide to upgrade – Sale made!
  6. Install Teleprompter Premium
  7. Register name and email address AGAIN
  8. Compose/import some scripts AGAIN
  9. Customise some options in those scripts AGAIN
  10. … Continue with life.

I really wanted a way to improve this experience… Up until now I’ve been suggesting that users use the import options in Teleprompter Premium to transfer their scripts, which is hardly ideal.

Read more →

Teleprompter Premium is #5 in iPad Productivity

So this is pretty cool… Teleprompter Premium has reached #5 top paid iPad Productivity on the App Store!

That makes it #88 overall on the UK App Store, it briefly hit #4 in iPad Productivity while I was sleeping.

In the US, it reached #9 in iPad Productivity and #113 overall on the iPad App Store.

It doesn’t beat my personal best of #77 overall on the US App Store, but I’m proud of it anyway. There’s still another day left of the 50% sale.

Update: It just reached #8 in iPad Productivity and #107 overall on the US iPad App Store.