What’s Mobile Got to Do With Retail? Everything.
In recent blog posts, we’ve been discussing emerging technologies that can enhance the shopping experience. But sometimes we forget that consumers have their own piece of technology that can guide them through their entire shopping experience from start to finish: their smartphone.
Today’s in-store shoppers are using their mobile devices to find deals or do some quick comparison shopping. In general, consumers have become much savvier about shopping thanks to their mobile devices. According to a study conducted earlier this year, 84% of people use their smartphone to help them make product decisions while in the store
So, how can retailers leverage this all-important device while customers are in their stores?
- Greet shoppers. Retail mobile apps can “wake up” upon entry with the help of beacons. As soon as a customer enters, they are greeted with information on the specials occurring that day related to their personal shopping habits.
- Instill loyalty. Create dedicated customers by acknowledging the fact that they are a returning customer and sending them coupons they can use while in store. Including location-based offers or deals is a great way to reinforce customer loyalty and keep them coming back for more.
- Help shoppers find items. Using data and past-purchase information, retailers can determine what types of products individual shoppers are interested in. They can then guide shoppers to specific items, provide quick access to shopping lists they may have created in the store’s app, and let them know whether or not an item is in stock.
- Show your appreciation. Show your customers you are glad they shopped with you by sending them a “thank you” message as they exit the store—whether they made a purchase or not. Beyond that, consider push notifications that let consumers provide feedback via quick mobile surveys as a way to increase customer satisfaction.
It’s important to incent customers to download your retail app to enable the strategies just outlined. Keep in mind it’s best to be as nonintrusive as possible, limiting the number of messages you send to customer smartphones and making sure they are highly relevant. Retailers will build customer satisfaction and loyalty over time by implementing smart approaches serving the needs of their tech-savvy shoppers.