How Android DevOps Can Fuel a Culture of Customer Obsession
Customer experience, or CX, matters more than ever before. It’s become one of the most important factors in determining a company’s annual revenue growth and customer loyalty. Firms that offer a best-of-class CX have 27.7% higher year-over-year revenue growth than organizations with an average or sub-par customer experience, according to Adobe.
Organizations need to understand their customer to compete in the experience economy, which includes all of a customer’s interactions with a brand throughout the buyer’s journey. Visibility and agility are at the core of a successful shift to a customer-obsessed culture. Shifting to Android DevOps practice can help organizations adopt key frameworks for customer monitoring and response, within a larger framework for customer-obsessed culture.
The Relationship Between Customer Obsession and Android DevOps
Android DevOps is a practice which aligns fleet development, operations, and customer success teams around shared goals of operational excellence and customer experience. A DevOps practice builds on a collaborative culture and technologies to help teams rapidly deliver improvements to single-purpose Android fleets.
To learn more, we recommend our DevOps for Devices overview.
Android DevOps is more than just technology. It’s a massive cultural shift away from traditional working processes and mindsets that involves certain categories of technology, such as a dynamic cloud infrastructure and automation. It creates a baseline for faster improvements to Android based on real-world data.
Android DevOps creates an agile working model for engineering and device operations teams within a context that’s directed by the customer’s wants and needs.
What is Customer Obsession?
Customer obsession isn’t the same as customer service. It’s a culture of continually going above and beyond the bare minimum to understand the customer’s behaviors and needs. An organization with an active culture of customer obsession continually listens to real-world customer feedback and uses data to personalize the CX. The benefits, according to Forbes, include:
- Higher brand valuation
- Better customer lifetime value
- Superior customer insight
- Cost savings on customer acquisition and loyalty
Android DevOps isn’t enough to support a culture of customer obsession. The practice can, however, fuel a larger change toward customer obsessed culture. An Android DevOps practice can empower engineering and operations teams to collaborate on real-time improvements to the mobile customer experience that overall goals of competing on CX. Here’s how.
5 Ways Android DevOps Fuels a Culture of Customer Obsession
Android DevOps Supports Unified Customer Data
A recent Forbes executive survey found many firms believe siloed data is a huge barrier to adopting a streamlined CX strategy. A unified view of data across teams is a prerequisite for adopting Android DevOps or a customer-obsessed culture.
A DevOps practice breaks down silos between engineering and IT operations teams to create end-to-end process visibility. Continuous Integration and delivery practices, or CI/CD, unify fleet teams around a shared repository and tools for code changes and automated deployment pipelines. The result is a better flow of data across people, process, and technology.
Android DevOps is an important step for integrating real-world data into performance and decision-making to help fleet teams make better decisions about mobile apps, devices, and configurations. Similarly, investments into customer data platforms and data lakes can enhance cross-functional data understanding to facilitate customer obsession at all levels of the organization.
Android DevOps Facilitates Faster Response
Accurate, trustworthy data insights are a major source of potential value within any organizations. Best-of-breed organizations work to define the types of data that need to be analyzed and the appropriate response to maintain CX.
DevOps teams collaborate around shared metrics for performance. The 2018 book Accelerate by Forsgren, Humble, and Kim identified four key metrics for many DevOps teams:
- Lead time for changes
- Deployment frequency
- Time to restore service
- Change failure rate
Similarly, customer-obsessed organizations may create a unified focus on a small set of KPIs to measure customer happiness and lifetime value. These metrics can be shared across product, customer happiness, sales, and marketing teams to create firm-wide momentum toward CX goals.
The most effective metrics for Android DevOps aren’t the same metrics that move the needle on CX. But, the quality and reliability of an organization’s mobile deployments have an impact on overall CX. Perhaps most importantly, Android DevOps can demonstrate the surprisingly powerful benefits of shared metrics to create sweeping change across teams and siloes.
Employee Experience is Related to CX
Organizations that prioritize the employee experience, or EX, are four times as profitable as competitors according to research from Jacob Morgan’s book “The Employee Experience Advantage.” Studies show that best-of-class customer experience firms also generally have a positive employee experience.
“Customer experience and employee experience are now two of the driving forces of business,” writes Denise Lee Yohn in the Harvard Business Review. Independently, each function leads to valuable relationships — with customers and employees — but when CX and EX are managed together, they create a unique, sustainable competitive advantage.”
Organizations with a dual focus on EX and CX are more likely to:
- Create a unified organizational vision and deliver on this purpose
- Actively measure and improve customer and employee KPIs
- Create an agile capacity to evolve in a changing workplace and business landscape
The most effective organizations, according to Yohn’s research, are likely to pursue dual impact metrics that create happier customers and employees. An Android DevOps practice can impact both EX and CX. Studies show DevOps is linked to 50% or better improvements in customer and employee happiness.
To put it simply, customers are happier and more engaged when they are able to use more reliable, personalized Android experiences. Android DevOps also creates a working environment where employees are more productive, collaborative, and successful.
Android DevOps Supports Intelligent CX Simulations
Customer obsessed brands use data to understand the features and products that matter most to customers. But, in both Android DevOps and customer-obsessed cultures, historic data isn’t always enough to indicate future performance.
When historic data and customer context aren’t enough to make predictions about the future with confidence, there’s a need for experimentation. DevOps teams use CI/CD techniques to fail fast and understand real-world performance as quickly as possible. An Android DevOps team may pilot a new feature on a select number of apps before rolling-out a major change or use cloud test devices to simulate real-world performance.
A culture of continuous testing and experimentation supports agile business practices at every level of the organization. Android DevOps can fuel smarter investment decisions into product improvements and help technologists and executives better understand real-time changes to customer preference.
Identify Points of Friction
CX isn’t a single feature. A satisfying customer interaction with an in-store kiosk isn’t enough to sway Net Promoter Store. Instead, CX is the sum of a customer’s total interactions with a brand, including their experiences before they made a purchase. CX is built with consistency and it can also be easily negated with a single negative interaction on any channel.
Customer-obsessed cultures continually work to identify points of friction throughout the customer journey. By removing potentially negative or frustrating experiences, organizations are able to positively influence the overall customer journey. The idea of targeted, iterative improvements is closely tied to DevOps theory.
Android DevOps teams invest in continuous testing efforts and measurement to understand the potential impact of changes to a device, configurations, apps, and other variables. Continuous testing and deployment pipelines can help teams identify issues before they result in outages or frustrated clients. This targeted approach to continuous testing leads to operational excellence, and it can also be linked to better opportunity recognition. Organizations who actively monitor and measure the customer journey can understand behavioral trends among the most loyal and valuable customer segments.
Customer Obsessed Culture is a Competitive Advantage
The value of a customer-obsessed culture is clear in our current experience economy. In the past decade, agile businesses have disrupted entire industries by finding ways to offer a more convenient or personalized customer experience. Developing the capacity to measure, monitor, and respond in real-time to customers is critical. Shifting to Android DevOps can fuel better mobile CX and a larger change to a customer obsessed culture.