Apart from having a great product or service, mobile customer experience is the new battlefield. Today’s consumers are web savvy, connected and more empowered than ever before to switch brands if they aren’t satisfied. In the new of retail, customers expect more.
What do customers expect in a mobile experience?
– quick mobile payments
– digital receipts
– loyalty rewards
– relevant offers
– personalized messages
– brand engagement
Smart companies know this and are investing in the creation of an extraordinary digital customer experiences to stay competitive and win the hearts and minds of customers.
According to Customers that Stick, 82% of consumers in the U.S. said that they stopped doing business with a company due to poor customer experience. By the same token, a good customer experience translates to happy customers, increased spend, repeat business, positive reviews and recommendations to others.
The selling environment has changed. Consumers today are not going to wait for the marketing message to reach them. Instead, they use their devices to solve their needs on the spot and are more disloyal than ever if they have a bad experience.
It’s easy to see why it’s important for businesses to focus on a positive customer experience and why mobile plays a big role. So, how can you deliver a better digital customer experience?
Three ways to improve your brand’s customer experience:
1. Make mobile a priority. If you want your customers to have a great experience with your brand, you have to invest in it where they are – on their smartphones. The average consumer spends about 3.5 hours a day on a mobile device, accounting for over half their daily digital media usage. Mobile will continue to rise in popularity! It makes sense to invest in mobile to connect with your customers.
2. Consumers want self-service options. Customers don’t want to make phone calls or wait in line. They prefer to order in advance, pay quickly and easily at their convenience rather than wait for the bill and credit card machine to process their payment in-store.
In 2018, 25% of all customer interactions were automated through AI and machine learning. With 90% of companies now planning to deploy AI within 3 years, this number is expected to grow to 40% by 2023. If you’re going to invest in a digital loyalty platform, it makes sense to consider one that includes AI to future-proof your business.
3. Personalized experiences increase revenue and loyalty. Seth Godin said it best: “The more you know about your customers, the more you know about their preferences, their choices, their wants, their intent; then you can get in front of them and offer them products and services that make sense for them.”
Personalization means showing customers you really know them. For example, printed receipts often come with irrelevant coupons to encourage future visits. This is now being replaced with tailored digital offers delivered directly to a customer’s smartphone based on past purchases and preferences. In today’s mobile savvy, digital native world, customers are loyal to the companies and retailers who show them that they understand them through the products they offer and the customer experiences they create. Ambitious brands are deploying new technologies to not only improve the digital customer experience, but grow their revenue through customer loyalty. What are you waiting for? To learn more about Perk Hero, contact us.