Mobile customer engagement is an incredibly popular strategy used by marketers wherein apps, and other messaging platforms are used to interact with the customers. This strategy enables marketers to share personalized promotional messages with customers at their convenience. Hence, brands are able to occupy the precious top-of-mind space with the customer fostering brand loyalty and driving revenues.

Mobile customer engagement drives around the concept that companies can share push notifications and messages with customers, who in turn can make purchases using their smartphones instead of visiting a physical store.

At the outset, mobile customer engagement was focused only on the apps, but it is now migrating to other channels like mobile-first social media platforms like Instagram and other messaging platforms like Google Business Messages. This expansion has enabled companies to streamline the buyer journey for a hassle-free mobile customer experience.

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Importance of Mobile Customer Engagement

Mobile customer engagement gas assumed greater importance in the light of the fact that 40% of customers prefer the option of connecting with a brand through their prefered platform. This flexibility ensures a better customer experience by ensuring that customers get what they want and how they want.

With the number of mobile users expected to cross 7.5 billion by 2025, it is safe to assume that most target customers prefer mobile-first experiences. Hence, it is advisable for bands to invest in improving their mobile customer engagement to leverage the available opportunities completely.

How to Enhance Mobile Customer Engagement

Merely having a strong online presence on social media or having a mobile app will not yield the desired results. Brands must strive to create a stronger user experience to boost mobile customer engagement. Some of the strategies that can be employed are: –

1. Mobile Loyalty Programs:

Mobile loyalty is an excellent strategy to boost customer retention. Herein, companies can offer customers various benefits for completing their purchases for products and services through mobile apps or platforms. Many brands like Apple and Starbucks use this strategy wherein they reward the customers for payment through mobile apps leading to the customer spending more time on the app and offering the company an opportunity to promote its products and services.

2. Gamification:

Under this strategy, brands include gaming experiences on their mobile platforms to boost customer engagement. With this approach, brands encourage customers to use their competitive spirit to engage with the products and services on offer. Through gamification, brands have been able to boost the number of their registered users by up to 6x.

3. Collaborate with other brands:

One more strategy employed by businesses to boost mobile customer engagement is to collaborate with leading platforms. This can include eCommerce apps, food delivery apps, travel apps, or other platforms that handle hundreds of thousands of users every day. Associating with these brands is a good way to boost customer loyalty. Many brands nowadays are also collaborating with influencers on mobile-only social media apps to engage more potential customers.

4. App-only deals:

Another useful strategy employed by businesses is to offer great deals and offers only on their mobile apps. Customers get access to select services or products at discounted rates through apps and are encouraged to use the app frequently. This presents another opportunity for brands to engage their customers.

Top Tools to Boost Mobile Customer Engagement

Companies use a variety of tools to boost customer engagement on mobile platforms. Some of the best tools that can be used for this purpose are: –

1. Chatbots:

In-built chatbots in mobile apps enable the customers to resolve their queries in real-time, delivering instant satisfaction to the customers.

2. Live Chat:

Live customer support through mobile apps allows the brands to get a customer care expert to resolve customer queries instantly and ensure a better user experience.

3. Surveys:

Brands conduct online surveys through mobile apps to get customer feedback regarding the latest products or services. This is a great way to engage customers through mobile apps.

4. Push notifications:

This is a strategy used by brands to further engage existing customers by sharing customized notifications on their home screens.

How Leading Brands Boost Mobile Customer Engagement

Listed here are some of the leading brands using unique strategies to boost mobile customer engagement:

1. Apple:

iOS App Store enables the users to use their main Apple account to integrate payments across different channels. Moreover, Apple uses a variety of loyalty programs that engage the customers with the brand through offers, rewards, and other promotions.

2. Starbucks:

Starbucks runs the ‘My Starbucks’ rewards program, which is one of the best examples of a mobile-based loyalty program. It is aimed at boosting mobile customer engagement through interesting rewards with every purchase.

3. Reliance Jio:

The Indian mobile giant offered unlimited data for a limited period after its launch, which helped the company secure 50 million subscribers in 83 days.

Options like text messages, apps, and external social media platforms enable businesses to offer the convenient and prompt service that customers desire. Moreover, through these channels, brands can also offer self-service options like chatbots that offer a quick resolution of customer queries. This allows the brands to offer superior customer satisfaction and user experience.

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