Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Request a Demo

We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

7 Steps to Product Roadmap Success

Learn how to fight feature creep, deliver the right value, and translate vision into action. Let us help you revitalize your product roadmap today, and help make 2021 your year.

Download Now

Customer Experience

How to Attract New Customers With a Strong Mobile Experience

Chris Minnich  //  September 15, 2022  //  5 min read

Customers are more willing than ever to switch brands and try new products. Just last year, 71 percent of U.S. consumers reported switching brands at least once. A statistic like this might scare many brands, as they look to avoid churn in a tough economic climate. However, this statistic presents incredible growth opportunities for brands that are building a strong mobile experience. 

As consumers switch brands at this unprecedented rate, investing in a great mobile experience is the key to winning over new customers that want better products and customer experiences than your competitors can offer. 

In this post, we discuss how to build a better experience on mobile and what it’ll take to win over new customers.

Looking for something even more in-depth? Download The Ultimate Guide for Improving Mobile Customer Experience here.

 

Build a mobile experience that stands out from the crowd

The way in which customers interact with brands on mobile apps is different from how they interact with them in-person or even on the computer. But that doesn’t mean the experience should be deprioritized, especially as mobile usage continues to rise. In fact, we think brands should prioritize customer’s mobile experience.

As customer behavior changes and trends toward mobile-first, brands need to meet customers where they are at. Brands that prioritize building a strong experience on mobile have an advantage over competitors that don’t. This puts brands in a great position to attract new customers from their competitors. 

 What does it take for brands to start building a better customer experience on mobile?

Be a truly customer-centric brand

Every company says they’re “customer-centric,” but very few actually are. Typically, when brands claim this, it’s more of a marketing technique and less of an actual characteristic of their product strategy.

To be a customer centric brand it takes collecting, analyzing, and acting on customer feedback.

Four steps to creating a better mobile experience: Collect, Analyze, Act, Close the Feedback Loop

The only way to get your team to take action on customer-centricity is to make sure they have access to information that allows them to make data-driven product and CX decisions rather than guesses.

This means collecting feedback from your customers through surveys, ratings and reviews, and message centers. Explicit feedback from these channels is essential to making customer-centric decisions. 

Collecting feedback is just the first step and it takes more than just listening to your customers. Remember to spend time analyzing the feedback provided and take corresponding action. 

Hint: If you can’t act on the customer feedback that you are collecting, then maybe you aren’t collecting the right, actionable feedback.

The point is, your team needs feedback in order to make customer-centric decisions. Guessing what the customer wants and acting on it is not customer-centric behavior. 

Guessing does a disservice to both your team and your customers by wasting time prioritizing the wrong tasks and increasing the potential for a disjointed customer experience on mobile.

Personalize mobile experiences

Personalizing engagements with your customers are another key way to give your customers a better experience on mobile and stand out among your competitors. Customers have become accustomed to using their mobile devices in a conversational, personalized way – and interactions with brands are no different.

Personalizing in-app experiences center on delivering the right message, to the right person, at the right place, and at the right time within the app. Let break that down: 

  • Right message: Is your message relevant and helpful?
  • Right person: Are the right customers seeing your message?
  • Right place: Are you meeting customers where they’re at?
  • Right time: Are you communicating at a time that’s convenient and makes sense in the customer journey?

Personalizing mobile experience: Right time, right place, right person, right time

Let’s say you are struggling with product roadmap prioritization. Your product team has limited development resources and wants to isolate product features that will have the biggest impact on customer experience. 

So, you deploy an in-app survey that asks mobile customers what they want to see added to your app.

Demonstration of a Note being sent to customers after they completed an in-app survey

After receiving enough feedback, you learn that an overwhelming majority of customers requested mobile ordering. Your development team then prioritizes and  implements this feature. 

After implementation, you deploy a Note to the customer’s that requested mobile ordering. Immediately after opening the app, this Note informs them of the update and provides a link to a 20 percent off coupon for their first mobile order. 

How well does this example deliver the right message, to the right person, at the right place, and at the right time within the app? 

  • Right message: Yes, this message lets customers know that their voice was heard and the feature they requested is now available. 
  • Right person: Absolutely, this message is hyper-targeted to specific customers that requested mobile ordering. 
  • Right place: Yep, customers initially requested this feature on mobile and they are being informed through the same channel. Mobile customers are also prompted with a discount code to use directly within their in-app experience. 
  • Right time: 100 percent, this Note was deployed at the start of the customer’s mobile experience, so as to not disrupt customers in the middle of an in-app action. 

Personalization to this degree is something few brands do. So, with the right mobile customer feedback solution you can set yourself apart from the competition and create an attractive mobile experience for new and existing customers. When customers are more likely to jump ship than ever before, small actions like this make a huge impact.

Wrap up

Personalization and customer-centricity are just two ways to create a better customer experience on mobile. If you are still hungry for more check out “The Ultimate Guide to Mobile Customer Experience.” 

This guide is your ultimate resource to:

  • Identify gaps in your current mobile customer experience
  • Immediately – and continuously – improve the mobile customer experience

Blog featured image showing the title for the Ultimate Guide for Improving Mobile Customer Experience

If you are ready to see how Apptentive can help you win over customers with a strong mobile experience, request a product demo!

About Chris Minnich

Chris Minnich is a Content Specialist at Apptentive. He enjoys telling stories with written and visual content.
View all posts by Chris Minnich >

Ready to see Apptentive in action?

Request a demo of Apptentive today.

Let’s Connect

Sign Up for Our Newsletter

Stay up to date with the latest product management and mobile marketing news.