In this age of waning brand loyalty and surging consumer cynicism – how do you win over online, retail fans? We believe that a customer-centred, e-commerce retail app holds the key.
Google/Ipsos underlines the power of mobile apps in boosting your retail success, “51% of smartphone users are more likely to use a company’s mobile app when browsing or shopping on a smartphone.”
But with the challenge of raising e-commerce customer retention averages from 24.5% (50% lower than the cross-industry average: Statista) you need to be app smart to grab customer interest and convert sales.
To help you get ahead, we’ve gathered some key pointers to boost customer retention and buck sector trends.
Today, more than ever, consumers want to feel like they matter beyond their spend. They want to be welcomed, remembered and valued by your brand. As such, they’re looking for personalised app features that bridge the online and instore experience. We have seen this feature in popular e-commerce mobile apps like Temu and Amazon.
Real-time updates on relevant products and services can coax consumers towards a purchase. Google/Ipsos reveals that tailored recommendations are a winner, “63% of smartphone users are more likely to purchase from companies whose mobile apps offer them relevant recommendations on products they may be interested in.”
Personalisation, done right, builds an important bridge between the in-store and in-app experience. By gaining permissions to use first-party data you can tailor information and offers to maximise the user feel good factor.
Building customer loyalty takes time and effort, “According to 37% of consumers, it takes at least 5 purchases before they consider themselves loyal.” (Yotpo)
However, with a well designed e-commerce retail app, you have a direct line to your customers via which you can build rapport and ensure your brand stays top of mind.
By monitoring their in-app behaviour you get to know what peaks their interest. Here, a well timed special offer, for a product they’re browsing or a cheeky upsell to get them to upgrade can strengthen their connection to you and your brand.
Once they’ve bought from you, a well-framed loyalty scheme can help build on your relationship. With the right integrations you have a great opportunity to activate offers, and promotions that boost consumer engagement and return rate.
The accessibility of retail app browsing (day and night) is one of the biggest reasons you need an app in your e-comm success kit.
But no one wants to spend app time to find a coveted item that is out of stock. Therefore, you need a well presented product catalogue with real-life availability, descriptions, visuals and reviews.
As people browse your app, the ability to recommend other choices and collections (which are relevant to them) can encourage dwell rate.
Above all, you want people to have an enjoyable in-app experience where information and navigation are smooth and the personal touches are strong.
Your app may be streets ahead in tech but if the customer experience is off you’ll fall short of your goals. According to Hubspot, “93% of customers with excellent brand experience are likely to repurchase.”
So, in the case of your future app, a combination of personalisation, design, flow, features and loyalty building promotions are key.
Keeping the in-app experience as frictionless as possible with a smooth beginning to end and post-purchase experience can put you in pole position to grow.
Remember, above all, you want customers to feel good about their purchase and eager to return. If you nail all of the above you’re all set to be retail app smart and future ready.
Here at Heveloon, as a top UK app developer, we’re the mobile app guides you need by your side. We bring a human, friendly face to your mobile app development experience.
Together – we take your app idea from concept to launch. Now is the time to innovate to transform your business future with a bespoke mobile app that helps you get ahead, whatever the economic weather.