You’re not here to learn if loyal customers are important - you’re here because you know it is but may be struggling to implement strategies to improve customer loyalty on your app.
mCommerce is more nuanced, and you can’t simply replicate what you do for your website on the app and expect your retention rate to improve.
With high inflation, deal-hungry customers, and immense completion, having a robust retention strategy is critical.
In this post, we’ll share exactly how you can get there.
Let’s begin!
Tips to increase customer loyalty on Shopify store mobile apps
Did you know that about 57% of consumers spend more on brands to which they are loyal?
Such customers are also more likely to become brand advocates and promote your brand through word-of-mouth, exponentially increasing your brand's visibility.
Also, the lifetime value of a loyal customer is significantly higher, which means they will contribute to your sales and revenue for a longer time.
Let’s look at what it takes to build happy, loyal customers.
1. Create a Shopify loyalty program
Besides the potential for word-of-mouth advertising, another advantage of loyalty programs is market share growth.
Even if it takes time to build those points, getting something extra is sweet, especially if you allow customers to routinely redeem their ‘earnings’.
Loyalty programs also offer a unique opportunity to gather valuable customer data, which can be used to tailor your marketing strategies more effectively, leading to higher conversion rates.
2. Offer coupon codes
Remember when we mentioned deal-hungry shoppers? Every customer is looking for offers and discounts to make their shopping a little sweeter.
Sending out promo codes to your customers will incentivize repeat purchases by offering tangible rewards for shopping with you.
Second, it creates a sense of exclusivity, making the customer feel valued and special. This emotional connection can go a long way in establishing long-term loyalty.
Moreover, you can use coupon codes strategically to reduce cart abandonment rates.
By offering a timely discount through a push notification, you can encourage customers to complete a purchase they might have otherwise abandoned.
3. Leverage social media
Engaging in social media activities can significantly strengthen customer relationships by providing an additional layer of interaction beyond the traditional shopping experience.
Shopping may have moved online, but customers are increasingly looking to feel connected, and social media is a great way to do that in a more informal and personal manner.
Besides updating followers about special deals, the latest trends, and discounts, you can showcase user-generated content or share behind-the-scenes looks at your operations, making customers feel a part of your journey.
4. Personalize communication
Adding a personal touch to various elements of your Shopify mobile app, such as chatbots, welcome pages, shopping carts, and wish lists, can significantly enhance the user experience.
For instance, you can:
- Implement AI-driven chatbots that address customers by their first name to make interactions feel more like a conversation than a transaction.
- Build welcome pages that greet returning customers and highlight new items based on their past purchases
- Personalize the shopping cart page to suggest complementary items or offer special discounts
- Send out reminders or offer special discounts on items that have been on a wish list
5. Design your app for seamless navigation
Customers are more likely to abandon their cart if they find the app's navigation confusing.
Features like the ones listed below can make all the difference:
- an intuitive search bar
- easily accessible product categories
- simple checkout process
- 'quick view' or 'one-click buy'
The goal is to minimize the number of taps or swipes it takes for a customer to go from browsing to purchasing.
Additionally, ensure that your app loads quickly and is free of glitches. Slow load times and frequent crashes are a surefire way to lose customer loyalty and increase your uninstall rate.
6. Play to your brand’s strengths
For instance, if your brand is committed to sustainability, make that the focal point of your app. Highlight eco-friendly products, share content about sustainable practices, and offer rewards for eco-conscious choices like opting for digital receipts.
This will not only attract like-minded customers but also build a loyal customer base that shares your values.
By communicating what you excel at, you give customers a clear reason to choose your brand over others and improve customer loyalty.
7. Ensure brand consistency across all interactions
Whether it's your Shopify mobile app, website, or social media platforms, maintaining a consistent brand experience is crucial for improving customer loyalty.
Imagine a customer who loves the user-friendly interface of your website but finds your mobile app clunky and hard to navigate. Such inconsistencies will reduce trust.
From the color scheme and logo placement to the tone of voice in your copy, every element should be aligned with your brand's identity.
8. Offer free gifts with a purchase
The psychology of reciprocity plays here- when you give something extra to your customers, they are more likely to return the favor by becoming loyal to your brand.
But remember, it’s not just about the gift; you have to make the process of availing the free gift seamless and straightforward.
The last thing you want is for customers to jump through hoops to get their free item, as that could lead to frustration and cart abandonment.
You can add another layer of personalization if the free gift complements the purchased product or is a sample of another product you offer.
9. Leverage in-app exclusive discounts
Exclusive in-app discounts are excellent to keep your customers coming back to your app and reduce uninstalls.
Make sure you use customer data to tailor offers to individual preferences and shopping behaviors.
For example, if a customer frequently buys skincare products, an in-app notification about a limited-time discount on a new moisturizer can prompt an immediate purchase.
Another effective strategy to improve customer loyalty is to offer time-sensitive discounts. Flash sales or "deal of the day" promotions can create a sense of urgency, encouraging users to make quick purchasing decisions.
10. Send personalized push notifications
When executed correctly, push notifications can keep your brand at the forefront of consumers' minds, encourage repeat purchases, and even re-engage forgotten users.
The key to effective push notifications is relevance. Sending generic, one-size-fits-all messages can lead to users disabling notifications or, worse, uninstalling your app.
Instead, leverage customer data to send targeted, personalized notifications.
11. Use gamification to engage users
From simple point-based reward systems to more complex challenges and quests, users can compete to earn exclusive discounts or early access to new products, making their experience more interactive, fun, and rewarding.
For instance, you could introduce a "streak" system where customers earn extra points for making purchases on consecutive days.
Gamified elements not only encourage repeat visits but also increase the time spent on your app, offering more opportunities for conversion.
Remember to make the rewards meaningful and attainable, and the challenges should be fun but not frustrating.
12. Activate new or idle features to improve app adoption
Activating new or underutilized features can significantly improve app adoption rates.
For instance, if you've recently added a virtual try-on feature but notice that it's not being used as much as you'd like, consider promoting it through in-app notifications or a dedicated email campaign.
Highlight how this feature can save time and make the shopping experience more convenient to improve customer loyalty.
13. Offer seamless cross-platform experience
In today's age, consumers are not confined to a single platform; they interact with brands across multiple devices and touchpoints.
Your Shopify mobile app should not operate in isolation but should be integrated with your website and social media channels.
Imagine a scenario where a customer adds a product to their wish list on your mobile app but can't find it when they switch to your website.
Such inconsistencies can lead to frustration and may even deter the customer from making a purchase.
14. Avoid cognitive load with simple UI
A cluttered, confusing interface can overwhelm users, leading to what is known as "cognitive load." The higher it is, the less likely users are to enjoy their experience on your app.
Think about the user's journey from the moment they open the app.
- Are the menus easily accessible?
- Is the text readable?
- Are the call-to-action buttons prominently displayed?
A well-thought-out UI design can significantly reduce cognitive load by making it easier for customers to find what they're looking for, thereby increasing the likelihood of conversion and repeat business.
15. Re-engage via win-back ad campaigns
Win-back campaigns can be incredibly effective because they target individuals who have already shown interest in your products or services. They're familiar with your brand, which makes them more likely to return if prompted correctly.
These campaigns often use compelling offers, such as exclusive discounts or limited-time promotions, to create a sense of urgency and make the deal too good to pass up.
Remember, it's more cost-effective to retain an existing customer than to acquire a new one, so spending your ad budget for such ads might be beneficial for your brand.
16. Build social proof
About 95% of shoppers check online reviews before making a purchase. Integrating product reviews directly into your Shopify mobile app can significantly boost your brand's credibility and trustworthiness.
By showcasing real customer feedback next to your products, you will encourage new users to make a purchase and existing customers to become repeat buyers.
When a product receives a high rating, the likelihood of it being purchased increases substantially, making reviews a key element in improving customer loyalty.
17. Keep an eye on your CSAT
Customer Satisfaction (CSAT) metrics offer real-time feedback, allowing you to make immediate adjustments to your Shopify mobile app's features or customer service protocols.
Maintaining high CSAT scores can be a significant factor in converting regular buyers into loyal customers.
Regularly survey your customers to measure their satisfaction levels with different aspects of your app, such as user interface, product range, and customer service and use them to find areas to improve.
For instance, if you notice a drop in CSAT scores related to the checkout process, it might be time to streamline those steps.
Wrapping Up
Building and maintaining customer loyalty is not just a one-time effort but a continuous process. After going through the post, you might be surprised at everything that impacts your retention.
Building and optimizing a high-converting app that your customers love isn’t easy- but we love doing it.
If you're looking to take your Shopify eCommerce mobile app to the next level, it's time to explore integrations and implement strategies that will keep your customers coming back for more.
