Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Customer usage of retail mobile apps doubles in US

In-app purchases & data security are major priorities

As the mobile channel becomes critical for retailers, more consumers are leveraging the apps to buy, browse, read product reviews, access coupons and find a local store.

Synchrony commissioned Rothstein Tauber (RTi Research) to conduct the 'Synchrony 2018 Digital Study' of 1,255 survey respondents in order to gain new insights on consumer behaviour and trends in digital shopping.

According to the study, two-thirds (67%) of consumers have downloaded a retailer's app, and more than half of those did so specifically for a coupon or discount offer. At the same time, nearly half of all consumers who have downloaded a retailer's app use it for purchases.

As retailers develop mobile apps, Synchrony recommends the following three simple steps to help enhance the customer experience through the mobile and retail channels:

1. Provide a consistent customer experience across all channels - mobile is the driver to bring together all the user experience opportunities.
2. Engage with customers in a personalised way by leveraging data and analytics; provide unique offers and discounts via mobile to further extend brand loyalty.
3. Offer simple and easy payment solutions that are seamless and secure; create an in-app frictionless mobile commerce experience.

The study also found that 77% of consumers rated credit card features on an app as being very or extremely valuable to them.

"In today's competitive landscape, a mobile application is not just another piece of technology for retailers, it is a vital tool to engage shoppers with their brand. Done well, retail apps engage both in and out of stores with personalised experiences and easy credit solutions," said Maya Mikhailov, Chief Marketing Officer for GPShopper (a developer of mobile apps that was acquired by Synchrony in 2017). "Consumers that use retail mobile applications are a retailer's top shoppers. As such, they want their apps to be tailored to their unique shopping experiences and preferences."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)