{"id":8008,"date":"2017-06-29T18:13:07","date_gmt":"2017-06-29T18:13:07","guid":{"rendered":"https:\/\/clone4.10pearls.com\/?p=8008"},"modified":"2026-07-30T12:00:20","modified_gmt":"2026-07-30T12:00:20","slug":"customer-loyalty-mobile-experience","status":"publish","type":"post","link":"https:\/\/10pearls.com\/uk\/blog\/customer-loyalty-mobile-experience\/","title":{"rendered":"Customer loyalty through the mobile experience"},"content":{"rendered":"\t\t
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Many brands still rely on a decades old method for driving customer loyalty\u2014points systems, VIP programs, referral rewards, etc.\u2014but, in a market where consumers have endless choice, brand loyalty can\u2019t be bought. It must be earned by providing a consistently positive customer experience. In our digital age<\/a>, customer experience is increasingly defined by the mobile experience \u2013 the way your customers interact with your brand on a mobile device.<\/p>

Let\u2019s take a look at Starbucks as an example. Starbucks created customer loyalty in the analog age by creating an in-store experience that its customers adored. According to the lead investment banker on the Starbucks IPO, research around the time the company went public showed that an engaged Starbucks customer visited 18 times each month<\/em> (and that was 25 years ago). Today, Starbucks continues to be a leader in driving loyalty by complementing its in-store customer experience with a mobile experience that facilitates purchasing, saves time, and incentivizes customers.<\/p>

The Starbucks app, and the increasingly digital nature of the way Starbucks sells to its customers, is evidence of a larger trend that we\u2019ve discussed before: all companies are becoming technology companies<\/a>. While mobile apps were once a bonus feature, they are now standard operating procedure, and consumers increasingly compare mobile experiences when deciding which businesses to patronize driving many organizations to invest in professional mobile app development services<\/a>. You\u2019ve likely experienced this yourself – if a restaurant\u2019s app offers easy mobile ordering, you\u2019ll order every weekend. If an airline\u2019s mobile app makes downloading boarding passes and getting through security quicker, you\u2019re more likely to book with them again, even if the ticket is slightly more expensive.<\/p>

Simply put, a frictionless mobile experience is the reason a customer will return to the same brand again and again, and a painful mobile experience will push consumers out the door.<\/strong><\/p>

So, how can you create a mobile experience that will become your most valuable loyalty driver?<\/p>

Recognize that users don\u2019t expect the same functionality from web experiences and mobile experiences.<\/h3>

Consider banking apps, for example. Most consumers would expect to be able to deposit checks and transfer money via the mobile app, but wouldn\u2019t use the app to review or download statements \u2013 they\u2019d head to their laptop for that capability. Merely translating a web experience into a mobile experience is a critical mistake that can result in excessive features and a clunky interface. The mobile experience should take maximum advantage of mobile device technologies (Location, Camera, Notifications etc) and be built around customers\u2019 true wants and needs, which can only be uncovered through user research.<\/p>

\"CustomerCreate a mobile app that strengthens existing customer experience.<\/h3>

Your mobile app is just one of many touch points with your customer. It should seamlessly integrate with other touch points \u2013 web portals, in-person interactions, etc. A lack of integration will frustrate users. And keep in mind that the mobile experience should reinforce the positive customer experience<\/a> you\u2019ve already solidified. Starbucks\u2019 mobile app doesn\u2019t replace the in-store experience\u2014a loyal customer still comes to the coffee shop, chats with the barista they see every day, and reads the paper at their favorite table. The mobile app just makes the process simpler.<\/p>

\u00a0<\/h3>

Get to market quickly and then continue to iterate.<\/h3>

Your mobile experience should evolve with both the needs of your customers and the latest mobile technologies. As biometric login capabilities extend beyond the fingerprint and integration with AI<\/a> systems like Siri and Alexa become more ubiquitous, your app will need to adjust accordingly. (Later this year, Starbucks\u2019 app will let Ford drivers place a voice order via Alexa from their car.) Given the pace of mobile\u2019s advancement, it\u2019s wise to get your app to market quickly, secure user adoption, gather feedback and then continue to adapt.<\/p>

In Summary:<\/p>

1) Understand customer needs through User Research
2) Build brand loyalty by exceeding customer expectations through Mobile
3) Continue to evolve as the trendy becomes the new normal<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

In this post, we’ll discuss how mobile experience can help earn customer loyalty and drive sustainable business growth.<\/p>\n","protected":false},"author":5,"featured_media":8010,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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