Smartphones are arguably consumers’ most personal devices simply because most of us centralize our lives on them: interpersonal communication, social media, email, banking, and much more live on our homescreens and are accessed with just a tap or two.
When you use a pocket-sized supercomputer to organize the most important touchpoints of your life, you come to expect that level of convenience and personalization across all uses for your smartphone.
Enter the retail app.
As a retailer, you know your customers invest a lot of time, trust, and phone real estate in downloading your app, engaging with the features you’ve built into it, and handing over their personal information for payment and shipping.
This commitment to mobile shopping fuels an especially strong desire for the convenience and personalization offered by every other type of app.
If your customers are willing to let you enter their most personal device, you have to return the favor by making your app’s customer experience just as seamless and personal as the other apps they’ve downloaded before.
A remarkable customer experience involves creating events for customers that are relevant to their individual needs and the products they want.
“Events” aren’t only in-store promotions—they’re also critical to ecommerce brands, and can include an attractive product inventory, a hassle-free way to purchase, excellent customer support, lucrative sales, and a brand personality that makes every customer feel like a VIP.
All of these facets of an exceptional customer experience translate into one great prize for you, the retailer: increased customer loyalty that results in repeat purchases and a great reputation via reviews and word-of-mouth.
However, once you apply those requirements to a platform as personal as a mobile app, it may get a little tricky in this brave new world of online shopping.
But once you’re equipped with the knowledge and tools you need to execute a solid app strategy, you’ll realize it will come as naturally as any other sales channel you’re currently running.
How Is Customer Experience Different From Customer Service?
Customer service is a mandatory pillar of any sales channel.
Your customer service policies and employees are there to solve problems like a payment issue or a glitch in your ecommerce platform.
