The mobile app: Is it a critical part of your omnichannel strategy?
By David Galante - Apr 18th, 16:40
Chances are that most people turn to a mobile app on their smartphone every morning while starting their day, even before enjoying that first cup of coffee. Whether they are checking the weather, logging in their fitness routine, or adding the cost of their Starbucks latte to their weekly budget, it is clear that ‘mobile moments’ spent on apps have become an integral part of our daily routine.
A study released by Deloitte found that Americans collectively check their smartphones upwards of 8 billion times per day. Mobile usage over the past decade has skyrocketed and is likely to continue rising, as mobile technology continues to advance in functionality and sophistication, and the value that this can provide to users.
Before the iPhone was introduced to the world, most people turned to their personal computers for digital interactions and browsing the Internet. Thanks to the progress that smartphones and apps have enabled, consumers now go straight to their cellular device to carry out tasks, both mundane, creative and advanced.
According to a Gartner report, global sales of smartphones to end users totalled 349 million units in the first quarter of 2016, indicating a 3.9% increase over the same period in 2015.
The report highlights that smartphone sales represented 78% of mobile phone sales in the first quarter of 2016, with predictions that smartphone sales will continue to increase in the coming years.
The increasing use of mobile has forced marketers to develop highly innovative mobile marketing strategies or be left behind. Mobile has forever changed what consumers expect of brands, and it is a critical component in the customer journey.
Marketers across industries must leverage mobile apps to connect with their customers on their most personal and trusted device. A mobile app marketing strategy can complement a brand’s offline experience, drive e-commerce, or simply help connect a brand with its loyal customers.
However, mobile marketing tactics should be integrated with the brand’s overall omnichannel marketing strategy, as that will allow customers to move seamlessly from the online website to their mobile app without skipping a beat, thereby ensuring a frictionless and engaging customer experience. Below are three tips for marketers to integrate the mobile app with their brand’s holistic omnichannel strategy and deliver a more personalised and engaging consumer experience.
Personalising the mobile app experience
Many people turn to mobile apps to ease their daily routine, and they’re more likely to use those apps if they are tailored specifically to their needs. Marketers must prioritise this when building content for their mobile app, by ensuring that they provide highly personalised and engaging content that delivers the right message, at the right time and to the right consumer. Research from Google suggests that people will return to an app frequently when it simplifies their lives. For instance, Walgreens’ mobile app sends sales items and coupons to the consumer while they are shopping in the store, making the customer purchase journey helpful and efficient.
With specific product recommendations, in-app messaging, and links, marketers can significantly increase the level of personalization offered to the customer. Marketers can also automatically trigger personalised responses as the app is being used, boosting conversion rates and increasing overall customer engagement. And it doesn’t have to stop there. It is highly recommended that marketers integrate this personalised mobile experience with other channels. A brand truly excels in generating a personalised omnichannel experience if a customer is able to look at a product on the website, then move to the brand’s mobile app, and then receive recommendations on the mobile app based on the product they viewed on the website.
Tracking mobile behaviour
There are always ways to improve engagement with consumers on a more personalised level. Today, the majority of the population in the United States uses three or more connected devices. In this day and age, people often complete tasks by going from one screen to another to increase productivity. This includes online shopping. Forrester’s Consumer Technographics® highlights that retail behaviours among consumers are most fragmented across devices, where consumers will switch back and forth from tablet to smartphone.
Marketers can get to truly understand and engage with their audiences by capturing valuable data directly from their customers’ mobile device. Tracking the way consumers interact and behave while using a brand’s mobile app provides marketers with insight into the customers’ behaviours on their handheld devices.
Tracking mobile app behaviour not only provides unparalleled insight and knowledge about specific target groups but also allows marketers to measure the performance of their customer engagement strategy and the impact it has on their business. Tracking the various app events, from installs to key interactions, is critical to provide detailed reporting, segmentation and campaign triggering across channels. For example, tracking a mobile app install can be the trigger event for a new SMS targeted message or a highly targeted social media ad. The data gathered from these behaviours contributes directly to omnichannel decision-making which improves the customer experience, as well as the marketing effectiveness and ROI.
Leveraging data – from every channel
While marketers should make decisions on mobile app marketing based on the data received by understanding the consumer’s mobile behaviour, they must keep in mind that it doesn’t stop there. Once a marketer has analysed their customers’ mobile app behaviour, as a second step, they must apply the actionable insight gleaned from each of their channels to make the best strategic marketing decisions. By combining data from the mobile app and other proliferating channels, the need to optimise and refine certain strategies becomes clearer.
Using data capture and analytic technologies, marketers can leverage omnichannel marketing to take control of the customer journey. This fundamental approach provides the customer with an integrated shopping experience while enjoying all the benefits a brand has to offer, such as promotions on quality products or services.
Marketers must keep consumers engaged with their brand across proliferating channels, or they will lose them to rivals that are better at managing engagement. Today, billions of consumers are changing their shopping behaviours faster than most brands can adapt. In this day and age, understanding how digital channels are transforming and growing, while simultaneously consumer expectations are also increasing, and acting on this knowledge can be an important differentiator. Leveraging data from all channels combined with your brand’s mobile app will help marketers execute personalised, tailored content and offers that appeal specifically to their customers.
Tomorrow’s customer will shop online; from a desktop or mobile device and the experience would be seamless and frictionless. Today’s marketers need solutions that allow them to deliver exceptional experiences regardless of channel. A smart integration of mobile app marketing strategies into an omnichannel experience will empower progressive marketers to deliver critical increases in traffic, leads, engagement, and revenue. From the consumer’s desktop to their favourite handheld device, a company’s customer gets to experience all the benefits a brand has to offer once their mobile app is integrated with their omnichannel strategy. © 2017 Access Intelligence, LLC – All Rights Reserved.
New retail report reveals South Africa's most customer-centric retailers
26/04/2017 - 12:20
A recent survey conducted by the global leaders in customer science, dunnhumby, titled the Customer-Centricity Index (CCI) reveals that South Africa’s most successful apparel retailers are those with a high focus on ‘customer-centricity’ defined as focusing on creating a positive customer experience by placing your customer in the centre of your retail decisions. According to the recent study, the local retailers that scored the highest on their overall customer-centricity score include Fabiani, Woolworths, H&M, Miladys, Markham, Cotton On and Mr Price.
Woolworths celebrates 10 years of the Good Business Journey
26/04/2017 - 10:37
Woolworths Holdings Limited (WHL) is pleased to announce the 10th anniversary of its Good Business Journey (GBJ), a flagship South African sustainability programme that was launched in 2007 by Simon Susman, now Chairman of WHL, as a commitment by Woolworths to make a difference to people, communities and the environment.
Walmart offers discount for store pickup
26/04/2017 - 10:21
In a move designed to save on shipping costs while offering flexibility to customers, Walmart will begin offering discounts when shoppers opt to pick up an online order in store.
Can tailored digital video messaging transform grocery end-caps?
26/04/2017 - 09:33
The Coca-Cola Co. recently rolled out a new digital signage system attached to endcaps located in the centre store of supermarkets to deliver branded video and e-coupons to customers.
Tech insights: Omnichannel bots are in your future
25/04/2017 - 15:38
As recently as the 1990s, the only real form of text-based communication with customers was via email. Today, consumers have a range of social platforms they use to effortlessly communicate — and they expect their shopping experiences to be effortless and, more importantly, seamless across channels as well.