In a super-mobile world, we’re hailing cabs in minutes with Uber, ordering delivery with Seamless, and running errands without leaving the house (see Postmates). All of it made possible with a few swipes on our mobile phone. Convenience is king!
And convenience is the #1 factor driving customer loyalty. It should come as no surprise that the easiest way to harvest a loyal customer base is simply by tweaking your mobile strategy.
Ditch the plastic. No one wants their wallet overflowing with cards, whether loyalty or credit. Integrate your app with a mobile payment system that allows customers to both access their rewards and check out with a tap of a button. Allow your customer to reorder a product or access their account details without having to reenter their banking or shipping details each time they use your app.
Email is out. Push is in. To remain top-of-mind, it’s essential that you continually engage with your customer – but you must do this in a way that’s easiest for them. Rather than camouflage your communication in an inundated inbox, app alerts keep customers informed of promotions, events, and new features or offerings. Push notifications based on the time of day go a long way, too. Approaching the end of the workday? Inform your customers about the happy hour specials you’ve got on tap tonight. With a little creativity, your personalized approach will increase customer satisfaction and commitment to your brand.
Location, location, location. Your location is your biggest asset. There are many technologies today that let retailers leverage their physical presence to attract and retain customers. Capitalize on your location to better target your SEO efforts. You might also consider setting geofences around your store, business, or specific neighborhoods to drive the customer through your doors or merely provide them with location-sensitive messaging.
Simple Self-Segmenting. Loyalty doesn’t have to be difficult or overly sophisticated. Take Lunds and Byerly’s. They’ve created special interest groups like a Wine Club, which educates members about new and existing wine products, offers them discounts on those products, and holds members-only tasting events in the store. Programs like this give customers the power to tell the retailer how they want to be marketed to. Handing consumers the reigns increases their sense of value and keeps them coming back.
For more ways to increase customer loyalty with mobile, or to add our Loyalty SDK module to your existing mobile app, contact us at info@gpshopper or 212-488-2222.