EXPERIENCE
Think about the apps you like or use most on your smartphone and chances are none of them Written By:
TIM DUNCAN Product Growth Lead, Bottle Rocket
include any kind of physical interaction with the brand behind that app. When I wrote this, the top five free iOS apps in the U.S. were TikTok, YouTube, PUBG, Instagram and Snapchat, none of which include a physical interaction with the brand that supports these five apps. The 2020’s
TIDE SUCCESSFULLY BRIDGES THE PHYSICAL AND DIGITAL DIVIDE
will be the decade where apps that bridge the physical and digital divide will start to bubble up to the top of your most used or loved app list. This happened to me in 2021 with the new Tide app which successfully spans both the physical and digital side of the customer experience equation in a way that reminded me a bit of my first Uber ride. I was left surprised, satisfied, and excited about my future dry-cleaning needs and for the future of customer experiences in general as there is one giant difference between Uber and Tide’s experiences. Uber was a business born on digital with no back history or baggage to deal with. Tide is owned by P&G, an industry stalwart, that has now successfully transformed to meet the needs of their customers in a digital-first manner.
