We recently came across this article that states engagement will become the key differentiator for businesses in future. We couldn’t agree more. Of course, the article in questions talks about engagement at all levels, from customers to partners and employees. But we would like to focus on customer engagement and more specifically, mobile customer engagement, when we talk about how it is going to make a difference to businesses this year.
There are many advantages to mobile customer engagement, many of which overlap with traditional modes and methods. These advantages include being able to build a more positive brand image and cultivate greater customer loyalty. However, mobile customer engagement has some unique advantages all its own
1) Immediacy – The great thing about mobile is that no one leaves home without it. People commute to work, go shopping or for a dinner, and they still always carry their mobile devices with them. This is very advantageous to business owners who want to be able to reach their customers even when the latter are on the move. Engaging with your customers even when they are not actively using your services or products is a great way to ensure that you will have top-of-the-mind recall value when they do actually require services or products similar to yours.
2) Accessibility – Not all businesses can afford to lay out elaborate customer engagement strategies that require a great deal of investment in terms of time, effort and money. That is why mobile customer engagement is the ideal solution. It doesn’t take a great deal of time, money or effort, for instance, to print out QR code labels, which can be linked to a Facebook group, a video message or a feedback form. If you’re directing your customers towards your website, you might need to invest a little to make sure it’s mobile-optimized, but even that is worth the effort, since more and more consumers are engaging with brands through mobile devices.
3) Communication – Mobile is also a great way to encourage conversations between your brand and your customers. Consumers can be encouraged to send feedback through their mobile devices, as well as share reviews and pictures on social networking sites. Obviously, for this to be truly successful, brands need to ensure that they do respond to feedback. That could take a little effort, but fully engaging and communicating with customers is always worth the time and effort you put into it.