Mobile commerce is becoming a growing trend. Users want to be able to interact with brands at the click of a button on their mobile devices. People are also more likely to make purchases from mobile than from desktop and they’re more willing to spend at this stage in the process too. As consumers are becoming more comfortable with devices in their daily lives, they expect to engage with brands where and when it’s convenient for them.
According to a website study, 9 in 10 smartphone owners who describe a mobile experience from a brand as helpful would buy from that brand again. When it comes to mobile, the customer experience is king. From helping consumers find products and get information to sharing coupons and rewards, brands can make their customers’ lives easier with mobile. In turn, consumers will return the favor by becoming loyal customers over time.
Understand your customers’ motivations.
A great retail experience starts with a clear understanding of customers. You need to know what motivates them, what they’re interested in and what types of products and services they buy and offer them an experience that’s consistent and enjoyable across all channels from in-store shopping to online browsing.
The best way for retailers to achieve this is by using customer experience (CX) intelligence.
CX intelligence provides insights into how customers feel about their experiences with a brand or product, as well as actionable recommendations on how to improve those experiences. Here’s how it works:
1) Understand your customers’ motivations
2) Provide a great experience in and out of the store.
Seamlessly integrate your mobile and in-store experiences.
We live in a mobile-first world.
Mobile devices are the most personal devices we own. They are always with us and they are increasingly becoming the primary device for engaging with brands. This means that brands need to make sure their mobile experience is engaging and easy for users.
It’s not enough to just have a mobile website — you also need to integrate your online and offline experiences seamlessly through your mobile app.
Here are some ways you can achieve this:
Mobile checkouts: Your customer may be shopping in-store but wants to complete their purchase online (or vice versa). Make sure your checkout process is as seamless as possible so they don’t lose interest while completing their transaction on either their browser or their mobile device.
Social media login: Social logins make it easier for your customers to sign up or log in without having to remember multiple passwords or usernames. They also offer a more personal touch by leveraging social data such as photos and friends lists so that users feel more connected to your brand.
Deep linking: Deep linking takes advantage of your customers’ existing knowledge of your products, categories and locations to help them complete tasks quickly and easily without having to search around through multiple levels of navigation.
Optimize your site for mobile.
Quick tips to optimize for mobile.
Reduce load time by optimizing images and videos. The faster your site loads, the better experience it provides to users on mobile devices.
Use responsive design so that your site adjusts to different screen sizes and orientations automatically (e.g., tablets). If you have an existing website that isn’t responsive yet, no worries — there are many responsive themes available on ThemeForest or other marketplaces that can help you get started quickly with minimal effort.
Gain valuable insights from app analytics
The first step in improving your app is to understand how it’s performing. A wide array of tools are available to help you do so, and the more data you have, the better.
Analytics platforms can tell you what features users like and dislike, how they’re using your app, where they’re dropping off and which ads are converting best. This information can help you improve the user experience or increase revenue by showing where your funnel is leaking.
In addition to providing insight into how your app is being used, analytics platforms can help with marketing, too. For example, you might want to know which ad networks are generating the most revenue for you or which titles are most effective at driving downloads or engagement.
Making it easy for customers to use their smartphones with your business will keep them coming back for more.
Creating a mobile experience customers love doesn’t have to be complicated. The truth is, simple and helpful wins the day, every time. No matter what you’re selling, or whom you’re selling to, that’s the key takeaway for creating a great mobile experience. Doing so will help set your business apart from the pack by putting your customers first. By delivering your content in ways they prefer and ensuring they find value in the product or service, you will increase brand loyalty.
