Why it is important to win loyal customers
Loyal customers are the ones who keep visiting your app at a regular interval, do repetitive purchases and advocate for your brand. And, you certainly need more of these customers instead of those who use your app once or twice and then never revisit your app again.
For every business, acquiring customer’s loyalty is a primary objective for you. But, in the world of ruthless competition where users are given endless choices, finding lifetime customers seem a distant dream to many of us.
Built right, a mobile app can render you a platform that provides you with endless opportunities to win undying customer loyalty. Wondering how? Continue reading.
How a mobile app can help turn your app users into lifetime customers?
Here we have revealed some great ways you can use a mobile app to transform your app users into brand evangelists.
Related: How to use Mobile App Development Level up Your Branding Game?
Bring users on the pathway to lifetime companionship
Certainly you want to turn every user who installs your app into a loyal customer, but there are no proven rules on how to put each app user on a pathway to loyalty. No two customers use your app the same way. However, once users download your app, they all can be fragmented into four different categories depending on their behavior or interaction with the app – Inactive, Lapsing, Active and Loyal.
Each of these four categories, or rather states of users demand different app marketing strategies. If you understand the needs of users at each of the different states and map out the user’s journey, you will be able to provide every user with great on boarding experience and guide them towards customer loyalty.
Proactively define behavioral characteristics of all types of target app users. For example, some will visit the app to shop products/services, some will browse the catalogue, some will use only the messaging feature, some will only visit the app to play the free game/puzzle, some enjoy reading the tips and other content offered by your app, etc.
Give’em some addiction
If you want to have your mobile app high customer engagement and retention rate, you ought to figure out the essentials that can make your app’s onboarding experience most delightful and almost irresistible to users. You need to consistently engage with the users across multiple channels to increase the chances of winning their loyalty.
When a new user downloads your app, have the introductory content in place that guides them to all features of the app in a simple way. Gather their basic information like email, contact, social media page, birthday, mobile number, age, gender, location, etc. And, use this information to provide them personalized app experience.
For example, you can send discount and offer related messages to their mobile inbox or via push notifications. Or you can send promotional newsletters to their email. You can also have a referral scheme in place to reward users when they make you reach new users. In short, provide them with great content, offers and best-in-class app experience to improve your app’s customer retention rate.
While there are thousands of app offerings the same products/service like you, give your users a good reason why they should consistently stay connected to your app. Use in-app messages, push notifications, email, web and other messaging channels to reach out to customers in all different ways.
State-of-the-art service is a key to customer loyalty
A study shows that about 89% of customers abandon a company due to their poor customer service. A large number of app based businesses overlook on customer service. They provide the app users with an email address and no other means of customer support. However, a survey stated that 45% of American online shoppers will discard their online transaction, if their query or concerns are not addressed in time.
Here it is worth noting that online customers are more likely to share their negative experiences with apps than sharing their positive experiences. And we, as modern businesses, are very well aware of the virality of social media.
If you want to retain users and turn them to your loyal evangelist, provide them with second to none customer service. This will help you gain positive feedbacks, good ratings and higher conversion rate.
We are aware of the place Smartphones own in our everyday life. The unprecedented penetration of mobile devices among millennials empowers mobile apps as a powerful business tool to win loyal customers. Create an outstanding onboarding experience, constantly trace your users’ interaction with your app, study their behavioral patterns, communicate to the users in real time with the most relevant data and reach the next level of personalization in all your interactions with the users – this will help you win your mobile app long-lasting relationships with the users.