Omega Blog

Mobile customer experiences help improve loyalty

Posted on 02 July, 2013

Mobile devices have significantly altered the customer experience. Consumers regularly use smartphones and tablets to check reviews, compare prices and interact with their favorite brands. Many retailers are finding that the biggest return on the new channel is additional customer satisfaction and loyalty.

A survey by EPiServer found that retailers are heavily committed to mobile strategies, with 61 percent of respondents stating they have a plan in place. A significant portion (46 percent) of organizations with mobile strategies use the new channel to provide more personalized communications to engage audiences and create loyal followers.

"As e-commerce powerhouses like Amazon and eBay make it increasingly difficult to compete on price, retailers are using mobile as a way to differentiate themselves through convenience and brand loyalty," Bob Egner, vice president of product management at EPiServer, said in a statement.

B2B organizations are also implementing strategies to take advantage of new channels. If these firms follow the retail sector's lead and focus on offering unique customer experiences, they could see a strong increase in repeat sales and customer satisfaction.

CEM strategies can directly improve companies' bottom lines by increasing customer acquisition, retention, growth and win-back. Customer experience management companies, such as Omega Management Group Corp., provide the insight and experience needed to generate results.