Building Relationships with Mobile-First Customers

It finally happened. Mobile use has been on the rise for years, in 2016, internet use on mobile devices finally surpassed usage on the desktop. On average, a user will spend 87 hours/month on the internet on their mobile devices while they spend 34 hours/month on the internet on their desktops.

So, what does this mean for businesses and the way that they communicate with their contacts? Consumers want their information on the go! In order to do this, businesses must implement and optimize their digital presence. There are several tools that can help them with this mobile-first strategy.


Here are six tips you can use to streamline your relationships with mobile customers:

• Make Your Website Mobile Responsive

Having a mobile-responsive website is one of the most important steps in your mobile strategy. Nothing annoys a customer more than a desktop website loading on their mobile phones because they have to zoom in and move around and it is much harder to navigate.

Making your website responsive just means that your website recognizes when it is loaded on a device with different screen size and it resizes itself accordingly. In most cases, the responsive function goes beyond just resizing and also redesigns the site to improve the function on smaller screens.

For instance, on a desktop, a website’s navigation will go across the screen but on a mobile device, the navigation will then become a drop-down list to conserve space and make it more functional. On the other hand, mobile-friendly designs are static and do not adjust from device to device. Mobile responsive designs are dynamic and made to adjust.


• Social Media

While users are visiting websites and shopping more on their mobile devices, mobile usage has really skyrocketed due to social media usage. Many users even use social media to check a company out before they make a purchase. 47% of Americans say that Facebook has the biggest impact on their purchasing decisions.

Facebook alone consumes 13% of all mobile users. In comparison, Amazon only takes up about 3%. As a result, it is safe to say that having a robust social media presence is imperative to having a successful business in the digital age. A great way to engage customers through social media is to offer coupons and rewards. Customers will specifically check your social media pages for offers, which will enhance your brand relationships with consumers.


• Chats

Companies are also implementing software that allows customers to quickly and easily contact them. They use chatbots, automated messages, and SMS text messaging through their company apps. This allows customers to contact customer service instantly so that their issues can be resolved faster.

These chatbots can be introduced through their websites as well as social media pages. While the instant nature of this communication tool is convenient, customers prefer to chat with a real person vs an Artificial Intelligence (AI) system. As a result, make sure that you add these chatbots when and where they make sense so that it enhances the customer experience vs frustrating your customers.


• Loyalty Programs

Text messaging is one of the most effective tools for your mobile marketing strategy because 97% of smartphone owners use texting. As a result, running a loyalty program through text messaging is a great way to build your customer relationships. Text messages can also be used to update your customers on delivery statuses, subscription updates, customer satisfaction surveys, and much more.


• Mobile Apps

A great 360 solution for a company looking to enhance their digital presence is a mobile app. It is an all-in-one-solution where the customer can quickly check out your offerings and you can easily engage with them. When customers go through the trouble of downloading your app make sure that you are adding value through the app.

It is safe to say that customers who download have increased loyalty to your brand and from that point onward, most of your communications with them will happen through that app.

This is a quick and easy way for customers to contact you as well. On the other hand, an application is a great hub to collect data, you can observe your customers’ preferences and behaviors so that you can adjust your marketing strategies and better serve your customers. That way you can reach out with personalized offerings and promotions.


• Mobile CRM Applications

Mobile CRM integration has been rising continuously and businesses are moving both their customers and their employees to mobile. A CRM mobile system for your employees will allow them to work on-the-go and having both your customers and employees on the same app will allow them to have improved customer interactions every day.

Customers can connect with your sales team in real-time through a Mobile CRM App. Also, employees will not miss urgent client calls or communications when they are on-the-go or away from their desks. This will improve your customer service capabilities and build strong customer relationships.

A robust mobile strategy that focuses on the mobile user and gives them support from search to purchase will strengthen your customer relationships and propel your businesses toward success.

If you are looking for technology and business processes improvement to help you propel your business toward success, give us a call today!

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