Enhancing Customer Loyalty with Mobile Marketing Automation

Introduction

In today’s world, it is difficult to find hands that don’t have a mobile on them. The increasing mobile dependency gives businesses a perfect outlet to make sure that their product or service reaches a maximum audience. Mobile Marketing Automation is also a fantastic way to boost customer loyalty. 

What is Customer Loyalty?

It is the emotional attachment and commitment that customers have towards a brand. Customer loyalty is the foundation of long-term business success and directly related to higher profitability and sustainable growth. Just a 5% increase in customer retention can boost the profits by as much as 25% to 95%. Customer loyalty is not just a transaction, but it also includes repeated purchases, recommendations of products and sharing of business values. And what better way to maximize the same than to use the customer’s favorite mobile device? In order to build loyal customers, you must impress them and keep doing so. 

The fundamental aspects of customer loyalty include personalization, pre-and post-purchase services and regular interactions with the consumers. This makes them feel understood and valued to remain loyal. 

What is Mobile Marketing Automation?

Mobile marketing automation, or MMA, is the use of AI-driven automation tools that engages with customers across mobile devices through push notifications, in-app messaging, SMS marketing, mobile email campaigns, chatbots, loyalty programs, and other channels.

The aim of implementing mobile marketing automation is to deliver timely, relevant, and personalized content to increase engagement and customer loyalty. It also includes gathering direct feedback and tracking customer behavior to build real-time rapport with prospects and enhance their customer journey. 

Mobile Marketing and Customer Royalty

For the young and old, smartphones are the go-to tools for shopping, travel planning, catching up on the news and entertaining themselves. This ease of use and availability have made mobile-first consumer behavior a priority for most businesses. Leveraging mobile marketing automation to amplify customer loyalty ensures that businesses stay connected with their audience with personalized interactions and timely and relevant communications. Automation enables businesses to use the customer data effectively and create consistent and engaging customer experiences, fostering deeper trust and connection with them, leading to long-term loyalty.

Here are some facts about why businesses should turn towards mobile marketing automation:

• 85% of global customers use smartphones to browse, shop, and engage with brands. 

• 90% of mobile users keep their mobile phones with them at all times.

• The mobile commerce industry is expected to reach $4.5 trillion by 2025.

Types of Mobile Marketing Automation 

User-Based Automation: It is based on user demographics or preferences, such as crafting location-based offers for products or gender-based targeted content. 

Event Based Automation: This type of mobile marketing automation triggers when the customer performs specific actions and responds proactively to the user activity. For example, a reminder and an offer for an abandoned shopping cart. 

Predictive Automation: Use of generative AI in automation predicts user behavior before it happens. For example, when a show ends on Netflix, it automatically suggests shows based on saved lists and viewing history. 

Behavioral Automation: Marketing automation tracks the user’s interaction with the mobile app. For example, if the user has searched for a certain product many times but has not yet made a purchase, behavioral automation will send them special offers or options on those items with purchase and quick delivery options. 

How does Customer Loyalty through MMA help a Business?

Increased personalisation through the extensive customer data attracts loyalties that boost sales. Mobile marketing automation makes the touchpoint more effective and interactions relevant. 

Boosts chances of spontaneous and repeat purchases because the overall customer experience is timely and contextual. Smart engagements put the brands in the forefront of the consumer’s mind so that when they think to purchase, the company is the first they think of. 

Better resource allocation and efficiencies because of regular feedback and loyal consumer inputs. Customer loyalty with automation gives a clear overview to businesses about which product is working, what their loyal customer are expecting, and they can reallocate key resources to more strategic tasks and reduce wastage of manual labour resources. The business benefits from customer loyalty by fostering more innovative and sales-driven, individualized marketing.

Lifts the company’s reputation with instant customer support and real-time updates, attracting customer loyalty with marketing automation. This feature has a direct impact on increased product use and brand repute. 

Elevated conversion rates come as a bonus with mobile marketing technologies and customer loyalty. Marketing automation sends the right message at the right time, nudging them towards conversions subtly. 

Enables easy scalability, as automation can handle change in customer base and can communicate without putting a burden on budget or staff. If a customer moves to a different location and sees messages from the brand specific to his new location, they are more likely to turn into loyal customers and provide great ROI. 

Data-driven decisions based on mobile marketing automation provide actionable insights into customer behaviors, and marketers can make real-time informed decisions quickly. 

Mobile marketing automation increases customer loyalty and ensures that businesses benefit from the sustained revenue and growth. 

Key Mobile Marketing Automation Strategies that Enhance Customer Loyalty

Personalized Push Notifications 

Generic marketing messages are no longer relevant or effective. Mobile marketing automation sends notifications after analyzing customer behavior, preferences, and purchase histories. These messages contain the user name to make it more relatable. Personalized notifications can:

• Offer tailored and exclusive discounts to returning customers

• Send reminders about upcoming promotions or sales

• Send time-sensitive deals to boost repeat and volume purchases

For example: A 7% discount push notification on purchase of recently browsed running shoes. 

SMS and WhatsApp Mobile Marketing for Instant Communication

Mobile marketing automation enables automated and AI-driven messages through SMS and WhatsApp mobile apps for

• Order Delivery and Tracking

• Important Date Discounts

• VIP and Loyalty Program Notifications 

• 96% of marketers have seen a direct revenue boost after using automated text messages in their marketing strategies.

• 80.5% of consumers look at text just after 5 minutes of receiving them.

• 45% of customers make purchases on promotions received via text messages. 

• 91% of marketers say using SMS messaging improves campaign conversions.

• AI powered Chatbots for Customer Support and Engagement 

Automation boots customer loyalty by providing instant and 24/7 support for:

• Answering FAQs 

• Resolving Issues 

• Recommend Products Based on Preferences and Queries

• Collect Feedback through Voice and Survey Forms

AI chatbots can be used in WhatsApp, Facebook Messenger, Instagram, and almost all Mobile websites for seamless customer interaction. 

Mobile Loyalty Program and Gamification 

Using marketing automation on mobile devices lets the businesses:

• Gamify Loyalty Rewards such as Neu Points

• Exclusive Deals for App Users

• Personalized Reward Notifications with Options

• Update the Consumers on how to use their Loyalty Points and how they can Move Up the Tiers. 

• Cross selling and Upselling 

Mobile marketing automation deploys automated messages that help customers shop for complimentary and higher-tier products based on recent purchases. These valuable upgrades boost average order value and customer satisfaction. MMA sends 

Regular updates on new products that can boost the efficiency of previous purchases

Offer Easy Exchange 

Conclusion 

Implementing mobile marketing automation lets the businesses react and act in real-time. It ensures communication efficacy and proactive addressing of customer needs. Mobile marketing automation is the need of the hour, as it helps businesses address customer needs and sustain a continuous engagement. In today’s mobile-first world, using marketing automation on mobile devices is the sure shot way to outperform competitors and build lasting customer loyalty. 

Read Also: Churn Rate vs retention rate – The complete guide. What is a Good Churn Rate for D2C Brands?

Written By – Rajni Bhateja