The adoption of the mobile phone and its evolution into a smartphone over the last decade has been an extraordinary story. With millions of apps available coupled with the ability to do our work and make purchases have all contributed to a reshaping of our business world. Here are our 5 simple reasons why you need a mobile strategy as part of your omni-channel strategy. If you don’t yet have one, now is the time to get to work.
Also check out: Improved Mobile Design Eliminates CX Challenges
1. Everyone is going mobile: There were five billion connected mobile devices in 2015; it is estimated to reach 25 billion in 2020. That means an average of three devices per person. This is a channel you can’t afford to ignore as our computers become less dependent on being physically plugged into a wall socket. Mobile technology means we can work from anywhere and at any time.
2. People expect personalized services: The reason why people are getting more comfortable with their mobile devices is that there is an element of intimacy involved. Unlike a PC, you can carry it around with you all the time. The average smart-phone user picks up a mobile device 1,500 times in a week; and in the March of 2015, it was also recorded that the number of mobile-only internet users exceeded PC-only internet users.
You can either ride this wave or miss it entirely. According to research undertaken by Fifth Quadrant, two-thirds of all companies believe mobile devices to be vital to their channel strategy, and more than a third of all interactions with customers are already via mobile devices.
3. Customer retention: Acquiring a new customer costs a company five times as much as it would to retain an existing customer. Mobile devices can be used to collect customer preferences. An existing customer has a 50% greater chance of trying a new product if it is of interest to him/her; this person is also estimated to spend 31% more than a new customer. If you leverage the power of mobile to your advantage, it will lead to increased cash flows and a better bottom line. Studies conducted by Fifth Quadrant reveal that there is a ripple effect to be had – 67% will repeat business with you if they have had a good experience on their mobile devices with the service.
4. Location-based targeting: Another feature that smartphones have that the feature phones of the past decade didn’t is GPS software. You can now track down a user to his/her location, and take advantage of push notifications to deliver timely, relevant messages. Does it work? Well the answer can be simplified with this: mobile users respond to 99% of all messages within 90 seconds, and they also search for locations more than anything else on their connected devices.
5. Stay in business: Absolutely everyone is jumping on to the mobile bandwagon, customizing their websites for mobile devices. Responsive web designs that are optimized for mobile devices are redefining customer experience. This, coupled with the need and desire that customers have to connect with companies through mobile devices, has been working out well for businesses adopting a well planned and executed mobile strategy. You need up to keep up with the competition if you don’t want to be left behind and this is the perfect way to do it.