Improve Customer Engagement this Holiday Season
According to Neilsen, 86% of consumers use their mobile device for shopping related activities, anything from looking up a store location to paying for merchandise during checkout. As your customers are using their mobile devices to learn about a must-have gift or locate additional savings, don’t get left behind in the hustle and bustle of this holiday season. Improve customer engagement by making sure your brand is the first place your customers think to look for the latest and greatest holiday gifts. Following are three innovative ways you can use mobile to create a unique and engaging customer experience.
Show Your Customers You Care with Personalized SMS Messages
Customers feel more connected to retailers who tailor content based on individual preferences. According to MindFire, in a study of 650 multi-channel marketing campaigns, personalized campaigns consistently and overwhelmingly beat out static campaigns in generating a high response rate from recipients. Examples of personalized messages include informing consumers when orders are ready, loyalty status updates, Rx alerts/order is ready, credit card balances, or when someone has purchased something on their behalf in the case of a gift registry.
Delivering personalized messages based on customer attributes is a powerful way to build value. For example, a retailer might deliver a 15% off mobile coupon for lightweight dresses to their female customers in the south and wool slacks to their male customers in the north as part of a “Corporate Holiday Party Dress for Success” promotion. The more tailored the content the more connected your customer will feel resulting in increased sales.
Improve Your Customer’s Shopping Experience Using Mobile Coupons
Mobile coupons drive increased revenue, basket size and improve customer engagement. So, use them this holiday season to bring consumers into your stores. Imagine a call-to-action in which consumers text in the word HOLIDAY to receive 10% off their purchase, either online or in-store. The consumer receives their coupon on their mobile device ensuring they always have it with them. They then present the mobile coupon during checkout to receive additional savings. It could not be easier for either you or your customer. In addition, you have the ability to track the complete path to acquisition.
Your coupons can be delivered to your customers through a variety of channels including SMS, mobile web, in-app, email, social, Passbook, and even an online shopping cart. Your customers will always receive the same mobile coupon in all of the channels it is delivered. Once the mobile coupon is used, it simultaneously expires in all channels. You can even mark the mobile coupon as redeemed providing a unique customer experience.
Beacons provide an easy way for your customers to access extended digital information and for you to improve customer engagement. All a customer has to do is walk by a display and a coupon will instantly appear on their mobile device for same day savings. Additional data such as product reviews, product specifications or complimentary products can be accessed providing all the information a customer needs to make a buy decision while still in-store. By simply pausing by an end cap of festive table decorations, you can deliver images of example table settings and even a mobile coupon good for an additional 5% off the merchandise redeemable for that shopping trip only. According the NCH Marketing Services, 83% of consumers make an unplanned purchase because of a coupon.
Take advantage of this exciting technology and surprise and delight your customers improving their shopping experience. With integrated reporting, you can track customer click- thru’s and requests providing a complete picture of which products are of most interest at any given time.