The Role of Mobile in the Modern-Day Customer Journey

It’s no secret that the rise of smartphones has transformed how people interact with brands. Whether it’s the latest in fashionable footwear, browsing product reviews, scouring real estate listings, or making dinner reservations, you’d be hard-pressed to find an industry that hasn’t overhauled its customer journey in response to the breakneck pace of our mobile-first world.

[Photo by Luis Villasmil on Unsplash]

The convenience of mobile devices has revolutionized how customers research, compare, and ultimately, purchase products and services. With the rise of mobile apps, social media, and mobile-responsive websites, businesses can gain meaningful insights into their audience while delivering a personalized customer experience that fosters engagement, connection, and conversions. 

By harnessing the power of a mobile-centric customer journey, ambitious businesses can enhance their overall marketing and sales strategies—here’s how.

Awareness: Mobile Boosts Business Discoverability

As a result of the rise of mobile search, new businesses are being discovered at faster rates than ever. In addition to search engines like Google, potential customers are leveraging various platforms to uncover products and services in their area.

This includes platforms that were not initially created for search, such as TikTok, Facebook, Instagram, YouTube, and Pinterest. Today, some customers discover new products solely through these apps, foregoing traditional search engines altogether.

With so many avenues for customers to meet your brand, businesses that fail to embrace mobile risk being overshadowed by competitors. Today, a comprehensive marketing strategy not only requires ensuring high visibility on Google, but also means having a strong presence on social media and listing directories, tracking your customers on multiple platforms, and effectively following up on leads.

Conversions: Mobile Revolutionizes How Customers Buy

A decade ago, customers would take the time to search for a solution to their needs, seek out credible reviews, compare prices on various e-commerce sites, and check out a business’s website. Today, that process happens lightning fast—in a few minutes, and often without leaving their search platform.

In the fast-paced world of e-commerce, optimizing the mobile customer journey is essential for any business that wants to remain competitive. If your customers are finding you on search or social media platforms, implementing native tools (such as Google Shopping or Instagram Shopping) provides a frictionless shopping experience that makes it easy for them to navigate to their cart and complete their purchase. 

Of course, identifying where and how your customers are shopping is key to improving your customer journey. Whether your customers are shopping on Amazon, eBay, Google, or other e-commerce platforms, we keep track of your customer data from multiple sources in one place to give you a complete overview of your performance on each channel.

Retention: The Mobile Experience Brings Customers Back

The mobile-first customer journey doesn’t end with a purchase. A great mobile user experience can facilitate long-lasting relationships with loyal customers by providing fast and efficient shipping status updates, streamlined package tracking, and robust after-sales support.

To further enhance the post-purchase customer experience, mobile retargeting is a powerful tool that brings existing customers back into your sales funnel. With Opentracker’s automated customer journey reporting in real-time, you can see exactly where you’re losing customers on your site, then retarget them with online ads or use the data to improve that stage of their journey. 

Whether you’re beginning to implement your mobile customer journey or want to supercharge your existing customer experience, Opentracker is an innovative platform that offers a comprehensive suite of features designed to automate customer journey reporting while equipping you with the insightful analytics and data you need to stay ahead of the competition. 

Are you ready to embrace the power of mobile-first technology? Click to book a discovery call today!