July 22, 2021
Mobiles are changing the way we relate to the world but also how we relate to the market, that is B2C as well as B2B markets. With the smartphones and tablets, we have stepped into the next-gen mobile technology and mobile connectivity. Business are able to offer a great customer experience, building a strong customer relationship through more and more customer engagement
No wonder that even small businesses are now developing their mobile apps to give easy access to products and services to the customers. Here are why:
When 2.6 billion people have high-powered mobile phones, having a mobile app for your business is one of the surest ways to expand client base. Having an app on Apple App Store and / or Google Play Store helps you showcase your business easily. The existing and prospective customers can easily access products and services just by downloading the app for free. Further, the admin interface is simple to use and can control your domain using a button or switch at the back end. The data on the interactions and purchases are instantly available.
Reciprocation is the current business buzzword. Because, the customers today are more demanding. Through your mobile app you create a long-term customer relationship and loyal customer base. Through a mobile app you can provide more value to the customer in terms of loyalty programs. The more they interact through the apps the more there will be the possibility of opening the wallet. A good example is Starbucks. They offer rewards exclusively to app subscribers. It motivates customers to buy from them again and again. The users can pay directly from the Starbucks app which in turn speeds up the whole transaction process.
As the customers interact with a brand through the business app, therefore it helps in increased brand awareness. An excellent mobile app effectively communicates with the customers, establishes communication with them and offers great browsing experience. This kind of interaction with the target market fosters trust. As the trust builds up the customers tend to listen to the sales pitches and gradually become committed to the brand. An app is a strong medium to demonstrate the brand value and handhold the users towards a loyal relationship.
Mobile apps make better customer connection because:
When customer experience is good the sales are a boost too. The customers themselves become the promoter of your brand. If you have a product that the customers love, you can along with your mobile app, expect a good return on investment (ROI.)
It may seem an additional cost at the outset, however, a mobile app alongside a responsive website can boost sales through enhanced customer experience. Following the launch of their mobile app, Domino’s saw a 28% rise in ecommerce within 6 months in the UK alone. Currently, their app order comprises 52% of their online orders.
Mobile apps can be integrated with core applications and provide real-time insights on customers. That kind of customer knowledge creates smarter business through and business visibility that is critical for making important decisions, investment optimization, delivering essential customer experiences and boosting profits.
Interested to discuss more, please feel free to contact the author at firstname.lastname@example.org
Ashish has almost 30 years of industry experience in a wide range of business solutions primarily focusing on end-to-end customer experience management. He is the founder and CEO of Digital Business People (DBP), an omni-channel customer experience management company headquartered at Singapore with it’s development and delivery centres in India.