Don’t be last in line to improve the experience your customers have with your mobile app.
Mobile customer experience is the newest trend companies are paying attention to. Those who cannot keep up with this trend will lose big to their competitors.
Companies today are spending billions to improve their customer experience efforts. This is because companies understand that customers today have more choices than ever before so if they want to outperform their competitors, they need to offer customer experiences that no other company in their sector can match. A new trend that many companies are beginning to invest more in is offering this unparalleled customer experience on their mobile apps. This is because people are constantly on their phones, using them to perform more functions than ever before.
Improving Customer Experience on Mobile Apps
The importance of customer experience has risen a great deal in the last few years. Even more so, online customer experience has gotten immensely better because people shop online more than ever now and have access to millions of reviews about every product that is on the market.
The first and foremost way to improve the mobile customer experience you offer to your customers is to design your content for the platform. A major mistake many companies make is not designing their content to fit mobile devices and this severely hurts them because it sends potential customers away, possibly to their competition. Remember that not every customer has an Android or iOS operating system. Be sure to include the proper coding so that your entire audience can view your content.
Make the onboarding process seamless, beneficial and as endearing as possible for your audience. You can achieve this by offering a quick interface tour to take away any uncertainty they may have. You can also take out unnecessary information on the first screen and add that information to another page. Be sure to include design elements that inspire positive emotions. While many customers may need an onboarding process to better understand how to navigate your site, there are also many who won’t so make sure you include an option to skip this if they wish to. If your site requires that visitors create an account, ask for the most minimal amount of information. If some information can wait until a later time, then don’t ask for it. Having to fill out a lengthy questionnaire just to view items on your app will deter many people.
When you understand user profiles, interaction contexts, and buyer personas, you’ll be able to deliver more memorable experiences to your customer. To ensure that you’re offering these memorable experiences, make sure that you’re putting your content first and don’t over depend on design tools. Also, make sure you can answer who your target customers are that you’re creating your content for. Know if these customers are experienced mobile users or beginners, what needs they have that triggered their mobile interaction with your company and what information they need for them to interact with your mobile app.
Many experts suspect that by 2020, customer experience will outweigh price and product quality as key brand differentiators. This is because Millennials and Gen Z care more about the experiences they receive from brands and they’re willing to pay more for a better experience. In an age where these generations can review multiple companies all from their mobile devices, they have more options than ever before. Thanks to the abundance of options people now have, companies that don’t offer quality experiences to their customers will no longer succeed as they once did.
If your company hasn’t already increased their efforts to improve the experience they offer customers, you’re behind your competitors and you’re losing a lot of revenue from a simple concept that can be easily fixed with time and energy.
