Prioritizing mobile customer engagement is vital for brand success with the growing number of mobile users. Push notifications, personalization, technology, and optimizing apps ensure sustained customer loyalty in this mobile-centric era.
Engaging with customers assures brand loyalty over an extended period. Such customers are also brand ambassadors, likely to expand the market. Mobile marketing plays a vital role in this engagement since it is everyone’s favorite mode of communication.
According to the report, Forecast number of mobile users worldwide from 2020 to 2025 by Statista, almost 7.5 billion mobile users are expected by 2025. Moreover, as the App Annie survey says, almost 60% of Americans prefer to shop on their mobile phones.
This article discusses how brands can leverage mobiles to enhance customer engagement.
Before discussing the strategy, let us see the importance of customer engagement on mobile apps, websites, or messaging channels.
It’s important because it can:
- Increase brand loyalty
- Boost brand reputation
- Build long-term relationships
- Influence the customer’s journey to retain loyal customers
- Drive revenue
- Increase the likelihood that users will come back and meet conversion goals
According to the report CX TRENDS 2023 by Zendesk,
Mobile apps allow the flexibility customers expect and want. On mobile, apps, texting, and external social and messaging platforms allow businesses to offer the speedy and convenient service that customers desire.
Companies can integrate features like chatbots and help centers into their customer engagement mobile apps and messaging channels with these platforms. This means customers can receive assistance whenever and wherever they reach out.
Ways to Enhance Customer Engagement on Mobile
Use push notifications:
Push notifications are ideal for promoting limited-time offers or flash sales. According to the report, Top 4 Most Innovative Types of Push Notifications for Maximizing Customer Engagement by Medium,
Here are some strategies for using push notifications to improve customer engagement:
Transactional alerts: Use transactional alerts to make communication more contextual and less promotional.
Urgency: Create urgency by using exclusive discounts, limited-time offers, or flash sales promotions.
Testing: Test different strategies to find the perfect balance for each user segment.
Sparingly: Use push notifications sparingly to avoid being perceived as spam.
Personalization can enhance customer engagement on mobile by creating a deeper connection between brands and clients. Some strategies for personalization include:
- Analyzing customer profiles and data and providing personalized content and products
- Sending relevant in-app notifications
- Tailor-fit customer onboarding
- Using location-based segmentation
- Targeting consumers’ pain points and providing appropriate solutions
- Asking customers about their preferences
Technology like chatbots or AI:
Technology can help your team implement customer engagement strategies. For example, brands like Netflix and Amazon use artificial intelligence (AI) to personalize their services.
Measurement of customer engagement:
Tracking customer metrics can help understand the level of engagement. It will allow brands to improve it by changing the strategy.
Drive omnichannel engagement:
A well-defined omnichannel strategy scales customer engagement and support across all channels. Identify your customers’ preferred channels and meet them there.
Use a customer engagement platform:
A customer engagement platform (CEP) is a software solution that helps businesses communicate with customers in real-time across multiple channels. A good customer engagement platform unifies data from all sources and channels of customer interactions.
CEPs can be used to enhance customer engagement on mobile by:
- Sending push notifications for important events
- Sending personalized push notifications
- Integrating a mobile wallet feature into your app
- Inviting customers to sign up for SMS, a mobile loyalty program, or email updates
- Generating increased brand awareness through campaigns, contests, offers, and promotional strategies
- Optimize your app: Regular testing and optimization can help you stay on top of new challenges.
Here are some strategies to optimize an app for customer engagement:
- Define the app’s purpose: Decide what need your app satisfies and who your audience will be.
- Create a landing page: A landing page can serve as a destination for people curious about your brand.
- Update and optimize your app regularly: Regular testing and optimization can keep your app unpredictable and exciting to use.
- Focus on user engagement early: Use various push notifications to inform clients about updates.
- Gather user feedback: Creating a feedback loop with your users will enable you to adapt your app experience to be more satisfying.
- Identify key metrics: Identify what KPIs to track for an app and optimize its performance based on those KPIs.
- Improve customer loyalty: Reward your customers with promotions, discounts, and exclusive offers.
- Offer rewards: Implement a rewards system to encourage users to interact with the mobile app more frequently.
Prioritizing mobile customer engagement is crucial for brand success.
Personalization builds deeper connections, analyzes data, tailors onboarding, offers location-based content, and leverages technology like AI for personalized services. Measure engagement through customer metrics for strategy improvement.
Implement omnichannel strategies to reach customers where they are. Optimize apps with regular updates, early user engagement, feedback loops, and loyalty rewards. These strategies ensure sustained customer loyalty and brand success in a mobile-centric era.