Mobile loyalty programs work, but retailers have been slow to adopt and innovate mobile apps and even slower to develop sustainable mobile loyalty programs based on customer’s needs. In a recent report, only 47% of retailers even have a loyalty program, and of those that do 73% of those are not attached to a mobile platform. Keeping a loyal customer coming back is much easier than acquiring a new customer, which is why it’s imperative that retailers build a strong mobile loyalty program.
That same report from above also indicated that consumers were most influenced by coupons and in-store promotions while making a purchase, both easily adoptable for mobile.
There are ways to create long-term customer engagement through loyalty programs and here are a few ideas of where to start:
1. Begin by learning who exactly your customer is and why they buy from you. If you don’t already have that information, you can look at basic stats to piece together who they are. Once you develop a loyalty program that information will become more readily available to you to leverage.
2. Then measure your customer’s behavior using a variety of tools. By figuring out what they buy, when they buy and how often, you can get a clearer picture of not just who they are but how they behave when engaging with your brand. This information will help you to predict and anticipate their needs to provide exceptional service that keeps them loyal.
3. Finally, create a mobile loyalty plan to keep customers engaged. In it include the types of tools and strategies you will use like coupons, push notifications and rewards. A creative way to combat loyalty fatigue is happening as multiple retailers and malls team up to offer combined incentives give customers more rewards.
There can be success in a mobile loyalty programs if you know where to start and how to build it. Contact us to show you how!
