is not unusual for some small businesses to place too much focus on
bringing in new customers and not enough on keeping their
existing customers. However, this is a mistake because retaining
existing customers is less costly than finding new ones. Depending on
advertising and marketing expenses, getting a new customer may cost
seven times more than keeping the repeat customer.
Repeat customers are already "sold" on your products and services but
this fact can't be taken for granted. Efforts must be made to connect
with them and to make them feel cared for. This will reduce repeat
customer attrition and induce them to increase their purchases. The same
efforts at retaining repeat customers should also be made with one time
Increasing Customer Loyalty with Mobile Apps
Provide interesting and useful content. Providing content that your
customers value retains their awareness of your brand at times when they
have no immediate need for your products and services. Regular content
updates will keep people checking into the app. The content will depend
on the niche market that you serve and can be of a more general nature
or personalized to the types of purchases made.
Provide customer loyalty rewards. These can include coupons,
discounts, vouchers, prizes, and other incentives that only exist for
the app user. This is important because it creates a feeling of
exclusivity that makes them feel they are special to you. Loyalty apps
that track purchases can segment their users into one time purchasers
who require inducements to become repeat customers, as well as various
tiers of repeat customers.
Tier your repeat customers according to their spending patterns. The
metrics for measuring spending patterns would include average amount
spent per purchase, purchasing frequency, and purchasing recency. The
80-20 principle often applies in that 20% of your repeat customers are
often responsible for 80% of your profits. Retaining the loyalty of the
top 20% should be your highest priority and your loyalty rewards should
If you require mobile app creation that increases your customer's satisfaction and loyalty, contact us. We can build it and make it happen.