3miadvantage blog - an appetite for mobile

At 3Mi Advantage , we help Town Centre Managers, Business Improvement Districts, Tourism Destination Management Organisations, Shopping Centre Managers and Small and Medium sized business to merge traditional and new marketing channels, attract visitors and  customers; bringing them back time after time with loyalty and reward programs.

One way that 3Mi Advantage will help organisations is right here on this blog. We’ll be sharing valuable tips on the challenges organisations like yours face – including boosting loyalty, using social media, or generating leads.

Clive Hall, 3Mi Advantage Director

 

Importance of retaining customers: How mobile Apps and Social Media can help.

Posted on 9:10am Thursday 19th Apr 2012
Listed under: Loyalty Marketing, Mobile and Apps
  Today business success is not just about getting more customers, but equally important is how you retain them. Until very recently having a Website and a Facebook page would mean you were at the leading edge of engaging with your customers.

Now with the explosion of social media, smartphones and tablet PC, completely new routes to communicating with customers are available to businesses large and small. How well a business uses social media and takes advantage of the latest technology developments could mean the difference between building strong customer loyalty (and profits) or allowing your competitor to take your business!

However, successful social media interactions need to be a conversation, not a one way street.

How can a Mobile App help my business keep customers?

Currently the number of apps is increasing at a rapid rate. Many businesses are thinking of, or already have published their own App. Apps are becoming one of the main channels to help businesses to be more “customer centric”.

However, before investing in an App, each business should analyse the “touch points” they have with their customers, what the needs of their customers are, the differences in their customer base and how an App will not only help support these, but also improve the customer experience.

What App strategy should you focus on?

Simply putting an app out there does not make much sense. It should be part of an existing customer strategy. It should also be developed in such a way that it meets the needs of high value, high potential customers.

So if you are a restaurant, you should consider the needs of frequent diners ie providing special rewards for dining with you more often. Equally don’t be afraid to provide benefits to new customers through your App. Make sure you provide the ability to book, receive news on latest events and menus and make it personal – provide recipes to be tried at home. Try to address an enhanced set of needs for your high-frequency customers. That’s what mobile users require right now.

What is the role of social media in building customer loyalty?

Social media is a powerful way to talk to customers and understand their needs. In corporate speak it builds ‘customer intimacy’ and provides ‘customer insight’. If you care about your customer’s needs then you need to know how to respond to them. A small clothing retailer of 20 stores uses social media to announce new product lines, gain immediate feedback on colours and styles and provides a channel of communication about stock availability. The company is building a loyal customer base who feels they are valued and their needs are met.

Social media is not simply putting up a Facebook page, it’s about how to use the social media platforms to bring meaningful value to your customers, learning from them and then implementing these changes into your business so you meet or surpass their needs.

3Miadvantage are leaders in mobile customer insight and mobile loyalty programs. To find out more please click here.

blog image credit: Stuart Miles
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