In today’s world where everything is digital and online, engaging with the right customers and improving their shopping experience have become crucial for the e-commerce companies. Even though e-commerce shopping was on the rise in the past few years, the spread of COVID19 has greatly accelerated its growth. As digitalization in shopping has already begun, companies are now looking for new mediums to distinguish themselves from their competitors in order to acquire new customers, and in order to survive. According to our partner Gartner, as it assists in increasing customer engagement, and improving user experience; a mobile app seems to be the most effective way for a company to distinguish itself in the competition.
You may find below the three crucial points for shining out in dust.
1.Right Time, and Right Customer
Compared to the websites, mobile apps have a greater advantage in engaging with the customers. We often underestimate the importance of push-notification, especially for e-commerce companies; yet, a research from Reckless Agency shows that push notifications still have the highest opening rate, making them the most suitable engagement channel in communication with the customers. Nevertheless, it is coequally vital to engage with your customers at the right time. Hence, it is recommended to analyze when your customers react best first, and then engage when suits them, not when suits you.
2.Know Your Customers Better
In the last paragraph, we demonstrated the importance of engaging customers at the time suits them best; customers convert better if you know them enough. With the integration of third-party analytics tools such as Google Analytics, and Yandex Metrica; mobile apps greatly assist companies in analyzing customer behaviors; mobile behaviors are often more accurate than web behaviors. While analyzing customers would give companies an opportunity to personalize their contents in accordance with their user segmentation, it would also provide a better experience for each customer.
3. Improved User Experience
In the 2018 Digital Trends Report, Econsultancy asked which opportunity businesses were most excited about for the year ahead. The winning response was, more than content marketing, more than personalization, and more than social, was the experience – and by extension, satisfaction – had beaten out some very heavy hitters. The importance of an outstanding user experience cannot be stressed enough. It is vital whether you are a billion-dollar company or a newly-established one. Customers visit your website in order to have a smooth shopping experience; otherwise they would go to another website; or a real store, wouldn’t they? Another research from MarketingLand shows that mobile apps provide a better experience that websites do. But, of course, if they are structured well according to the best-practices of the industry; just as we provide with Mowico.
Digitalization undoubtedly has forced companies to provide not only good products, but also provide personalized products at the right time, with a smooth experience. Knowing, engaging, and making sure your customers are satisfied are now the inseparable parts of your business, regardless of your product, industry, or niche. You must prioritize them. That’s true today, and will only increase in importance in the years to come. Collect, analyze, and use data on customer satisfaction for every stage of your funnel, every interaction and touch-point, every product launch, and more. Pick and choose your moment, of course, as no one wants to be inundated with surveys all the time. But no area is off-limits for selectively surveying and asking for feedback. That’s how you improve. That’s how you grow. And that’s how you turn customers into repeat customers and repeat customers into cheerleaders.
Shining as one of the best mediums for knowing your customers, mobile apps seem to sustain its effectiveness as more and more people are adapting to the mobile. If you like to learn more about how we may assist you in engaging with your customer better, please don’t hesitate to contact us here.
