5 Reasons Why You Should Start Mobile Apps for Business Now

The influence of mobile applications is increasing every day. In the time of using Smartphone, 90% people spend time on Apps, while only 10% people spend on mobile websites. The potential for ‘mobile apps’ marketing is too big to ignore. Therefore, we present you 5 Reasons why you should have started now.


1. Be Available to Customers at All Times

There are over 3 billion Smartphone users worldwide. Mobile app is a game changer to marketing. The current defect of customer service is limited service time. Mobile Apps breakthrough that. Through the apps you are 7X24 available for your customers. User can visit and gets to know about you at any time. They can even purchase in the middle at the night and all they need to do is to download and install your app. They don’t need to wait for the business hours. Moreover, the app reduces dependence on manpower. Mobile app is the key to enhance customer experience.

2. Approach Customers by Multiple Channels

Apps serve many functions. With the continued growth of mobile technology, it serves more.  For example, the AR/VR technology makes Apps shopping experience shift from 2D to 3D. The technology can be applied in video games and retail, health care, and education. Customers can shop through AR functions within apps. There are and will be many functions, chose whatever it suits your business. You can approach your customers to introduce special sales and promotions in so many ways at any time.

3. Mobile Apps Allow Integration with Loyalty Program

 

Mobile apps

Loyalty Program encourages customer loyalty through rewards and incentives. It motivates users to re-visit again. Membership cards are traditional present of the loyalty program. In the era of mobile apps, membership cards are being replaced. Users can register and become member more easily through the app. No more complex registration procedure. Once they are members they will receive promotions and discounts regularly, a more efficient way to engage with customers.

4. Mobile Apps Contribute Brand Building

A mobile app can greatly contribute to brand awareness. The more often you can get customers participated with your mobile app, the sooner they will be interested to purchase your products. Coca-Cola captures user’s imagination with mobile apps. In 2003, it cooperated with Spotify. The app combined the physical experience of drinking a Coke, with the virtual experience of blending that moment with music through the playlist.

5. Mobile Apps to Standout Yourself

People are surrounded by noise in social media, like Facebook, Twitter, advertisements, websites, email marketing. It weakens your effect on customers. It’s necessary to stand out yourself and establishes a stable connection with your customers.

Overall, if you think that mobile apps are only for big brands, it’s not. More and more small and midsize businesses are following the mobile trend. They are ahead of the competition. The cost of mobile apps development is lower, therefore you should invest on it to catch up the trend.

Other articles:

6 Reasons Why Mobile Apps are Better than Membership cards

How CRM System helps to be a Giant in Online Retailer?

How Big Data Change Journalism?

CRM System, Improved and Evolved

Social CRM: Game Changer

Big Data Analysis-CRM Big Data

Big Data Analysis- Collection

Extended reading:

Understand your customers better with big data

Will Big Data Finally Turn CRM Into Something Truly Valuable?

What Is Social Marketing? And How Does It Work?

5 Consumption Behavior Concluded in 2018

The consumption behavior and habits are changing, due to the CRM technology. The CRM system brings mobile payment, online stores, and internet finance, which magnifies the purchasing power of the Chinese.

Accenture, leading global professional services company announced a report ‘’2018 Accenture China Consumer Insight”. It indicated that when, where and what became the main considerations when buying. Price, quantity, quality, and trademark were less important. The report summarized five major trends in consumer behavior.

 

 

1.Two Line Buying

 

Online Shopping?  Traditional stores?  Cheap? Convenient?

For retailers, these two binary oppositions were the dilemma. Today, the two are gradually forming a balance, from opposition to integration.

The report said that as shopping prices became more transparent, price comparisons were more and more popular. Half of the people said that they often used their mobile phones to compare prices when buying in the store. 45% said they often used websites which provide discounts information to locate cheaper prices. People realized that time is money while the comparisons. More than half of consumers believed it was worthwhile to spend money and time. They were willing to spend the time to compare the differences between online stores and traditional stores.

Online shopping and traditional stores were no longer in the opposite.

 

 

2.Shopping Socialization

 

Consumption BehaviorConsumption Behavior

 

The report showed that nearly 90% of consumers have their own social circle on Facebook, Twitter, Wechat and etc. Social media had a strong influence on consumption behavior. Sharing and recommendation posts stimulate the purchase interest. According to the report, Food, travel sports and fitness were the most concerned topics among social media. 87% of consumers were happy to share their purchase experience and comments. Most people believed the recommendatory products from their friends on social media over advertisements.

 

 

3.Focus on Shopping Experience

 

59% of respondents believed shopping was not only about commodity, but it was also about the experience. Many had positive feedback on participatory commerce, which allowed shoppers to participate in the design, selection of the products they purchased. 64% believed that participatory commerce helped them to buy the products they wanted. 53% said that they like a brand because of the good shopping experience.

 

 

4.New Consumption Behavior: Fitness Consumption

 

Sports and fitness is the latest lifestyle, also a huge potential market.  Chinese had a higher budget for purchasing sports products and fitness services. This new lifestyle changed consumption behavior and habits.

In addition, “sports + new technology” had gradually become a combination of sports consumers expect. 44% of consumers expressed their visions on AR/VR technology. They wished the technology would be applied in the field of sports and fitness. 41% of consumers hoped that artificial intelligence and internet would be widely adopted in sports and fitness assistance. 29% of consumers hoped that outdoor sports products could also able to be shared. For example, the shared bikes.

 

Consumption Behavior

 

 

5.Embrace the Sharing Economy

 

Nearly half said that many products were rarely used after they were bought, and more than 60% of them had experience on second-hand trading platforms. They hoped those products could be shared. Sharing economy is unstoppable.

 

 

Consumption behavior changed due to the CRM Big data technology.  Enterprises need to adjust their marketing scheme to meet the new demand of the customers. WeChat promoted WeChat pay, a mobile payment application widely. It made a huge success in China.

 

 

Other articles:

 

How Big Data Change Journalism?

CRM System, Improved and Evolved

Social CRM: Game Changer

Big Data Analysis-CRM Big Data

Big Data Analysis- Collection

 

 

Extended reading:

 

Understand your customers better with big data

Will Big Data Finally Turn CRM Into Something Truly Valuable?

What Is Social Marketing? And How Does It Work?

Mobile Apps 才是大勢所趨?續稱霸零售業!

Mobile Apps ? Mobile Website? 相信很多人在選擇時會心大心細。Apps 在電子商務、零售中表現出眾,有更高的客戶保留率。隨著BLOCKCHAIN、AR/VR等技術進步,Apps將繼續稱霸數碼營銷市場。

文章將總結Mobile Apps的優勢,希望幫大家作出正確決定。

 

Mobile Apps 的使用更普及

 

Mobile Apps

 

最近的研究表明,在使用手機的時間中,90%的用戶把時間花在了應用程式(Apps)上,只有10%的人花在手機互聯網(Mobile Website)。 在電子商務領域差別更加明顯,用戶平均每月使用Apps進行購物時間為201.8分鐘,而用Mobile Website購物的只有10.9分鐘/月。根據Flurry Analytics的2016年調查顯示移動用戶在互聯網上花費的時間,90%的用戶更喜歡應用程式。

Apps能支援更多的功能,提高用戶購買體驗,如GPS、點擊通話、相機或掃描儀(QR Code) 、各種支付方法等。Apps更快地加載內容,設計比Mobile Website更適合不同的屏幕尺寸。Apps允許用戶設置個人帳戶並保留重要信息,可以為不同的用戶群構建針對性的營銷活動。Apps允許離線工作,即使沒有互聯網連接,用戶依然能夠繼續提供對內容和功能的訪問。

 

Apps 在電子商務、零售中表現出眾

 

Mobile Apps

 

根據Criteo所做的研究顯示, 與Mobile Website相比,消費者使用Apps時查看的產品多出4.2倍,轉換率(Conversion Rate) 亦高出3倍。

而Mobile Website的購物放棄率(產品置於購物車然後取消購買)則遠高於Apps,放棄率高達73.4%。 其中一個原因是,客戶使用Mobile Website結賬時必須填寫憑證和個人資訊,繁複的程序會令客人感到困擾因而放棄購物。 Apps能夠節省購買手續,綁定信用卡等功能均有助提升購物體驗。

 

Mobile Apps比Mobile Website有更高的客戶保留率(Retention Rate)

 

Apps 又被稱為新一代的會員卡,因為它能有效提高客戶忠誠 (Customer Loyalty) 。Apps可以發送推送消息,讓客戶與您的電子商店保持聯繫 (Engagement) 。當用戶瀏覽他們的手機時,品牌圖標是可見的,能保持品牌知名度。Apps可以保留用戶資訊和數據,實現一鍵式結帳(One Click Buying) 並最大限度地減少購物時間。

40.4%的用戶在下載Apps後購買了更多的商品。 45.9%的人因為Apps的使用更頻繁地訪問實體店。 相比之下,用戶瀏覽Mobile Website 時,有六成的人會在頭幾秒內便離開網站,保留率根本是悲劇。

 

Mobile Apps 在2019年之後的走向又會如何? 周邊技術越來越成熟,VR/AR、BLOCKCHAIN等的全面推廣和應用,Mobile Apps 走勢依然強勁。Statista 預計2019年全球手機用戶數量將達到50.7億。 這是一個相當潛力的市場。Apps在發達國家推動了超過50%的電子零售。 預計到2021年,世界其他地區將迎頭趕上,屆時Apps將成為數字零售 (Digital Retail) 的主要推動力。 屆時,預計7000億美元的銷售額將由Apps直接處理。Adobe的一項研究表明,77%的企業主發現企業應用程序具有優勢,66%的企業正在進一步增加投資。 此外,預計到2021年將有4300億企業應用市場。

 

Mobile Apps

 

BLOCKCHAIN令Apps支付更保障

 

Apps的發展勢不可擋,預計到2020年,全球移動支付 (Mobile Payment) 將成為一個價值5, 350億美元的行業,從2015年到2020年,年增長率達到80%。

Gartner 顧問公司發表 的十大科技發展趨勢,已經連續兩年點名BLOCKCHAIN技術。

區塊鏈(Blockchain) 是一種「將資料寫錄的技術」,起源於比特幣。可以理解成是一個所有人都可參與的電子記帳,所有的交易資料都會被記錄。它使用複雜的密碼學來加密資料,以非常低的成本解決了網路上安全保密的問題。BLOCKCHAIN有利電子貨幣交易的安全性和保密,使電子交易更保障。

大多數的政府部門正計劃投資區塊鏈,用於金融交易管理,資產管理,合同管理和監管合同目的。 預計三分之一的銀行將在2019年前採用商業區塊鏈,意味著Mobile Payment 技術將會更加安全普及。

 

AR/VR技術令Apps 購物體驗由2D走向3D

 

下一代的Apps尤其是遊戲方面的應用都將會關於AR和VR。技術專家預計到2020年將產生1500億美元的收入。該技術除左可以應用在電子遊戲和零售,將會在其他許多傳統行業實踐。例如房地產、醫療保健和教育等。

市場上有超過100,000個健康有關的Apps,並預計到2019年iOS和Android上的mhealth Apps下載量將衝破20億次。它有助於記錄用戶的病史,處理醫療費用,並通過電話檢查及AR/VR技術處理嚴重的健康問題,如哮喘,糖尿病和癌症。醫生也將能透過AR/VR進行預約和查看患者病史,進行嚴肅的醫療操作。AR和VR技術令在Apps上的顧客體驗有了質的變化,很多傳統行業將無需客人親身選購。

 

Apps上互動將更多輕鬆自在

 

用戶偏向與品牌輕鬆的互動(Engagement),亦希望通信渠道全天候開放。 52%的消費者喜歡通過Mobile Apps進行進行互動,比傳統方式如電話更高。

聊天機器人(Chatterbot)是可以模擬人類對話進行交談的電腦程式,可以實踐客戶服務和資訊查問。預計這項技術表現將會更進取,可回答甚至還沒有被問到的問題,將為用戶提供實際解決方案。Chatterbot將在2019年將客戶服務提升到一個完全不同的水平,不僅僅是24X7全天侯,更加能取代人力的資源,預計在Mobile Apps上提供更貼切的服務,滿足客人的CS需求。

 

Mobile Website 已經落伍,在零售上,未來勢必被Apps全面取代。如果您還沒有考慮向您的客戶提供Mobile Payment,或者連Apps都沒有,那麼2019年開發Apps的討論將是一個必要的舉措。

 

其他大數據銷售故事:

 

大數據銷售-比顧客自己更了解顧客(下)

大數據分析-比顧客自己更了解顧客(上)

大數據行銷-是捕捉客人的真命天子?

客戶關係管理-邂逅大數據

從粉底說數據行銷

數據行銷第一步

 

延伸閱讀

 

Understand your customers better with big data

Will Big Data Finally Turn CRM Into Something Truly Valuable?

What Is Social Marketing? And How Does It Work?

數碼營銷, 先行者星巴克

坊間大談”數碼營銷” (Digital Marketing),大、中、小企業的市場推廣預算都從傳統廣告中cut budget,將愈來愈多的錢花在數碼/數位營銷上。看到這裡,或許你會說,這個我知道啦!不過,你或許不知道的是,”數碼營銷”連結”會員制度”(Membership Policy)和”手機程式”(Mobile App)可以達到一個怎樣的驚人果效。讓我用星巴克咖啡連鎖店(Starbucks)的個案述說這種”會員數碼營銷手機程式”可以產生的強大威力。

先給你一些數字作為參考:截至2017財年第3季度,美國星巴克30%的交易是通過App進行支付的。而且,使用App的用戶在Starbucks的消費是普通客戶的3倍。在2018年3月份的摩根大通論壇上,星巴克首席財務官Scott Maw表示,公司幾乎所有的同店銷售增長均來自與該公司建立數碼營銷的客戶以及星巴克獎勵計劃中的客戶。

眼見有這樣的實戰結果,香港星巴克(Starbucks)在2017年3月推出”Mobile Order & Pay”手機程式功能,讓顧客可透過手機程式預先訂購,成為全港首個結合數碼營銷、預訂服務、流動付款技術及會員獎賞計劃的零售App。

事實證明,新的手機支付系統是十分成功。Starbucks在數碼營銷的巨大成功,主要有兩大因素。

 

“數碼營銷”與客戶忠誠系統掛勾,培養豐富互動(engagement)

 

App建立了一個豐厚回報的會員獎勵系統,每次購買都有直接”星星”作為獎勵。星星收集一定數量後可兌換免費飲料、免費補充和飲料升級。App更對會員提供了挑戰活動,讓用戶贏得額外的”星星”。客戶需要每次掃描他們的獎勵卡,以記錄他們已獲得的獎勵。獎勵計劃為用戶提供了許多重好處,例如每消費一美元賺取兩顆星,限時會員優惠/活動、生日的免費飲料等。  為了鼓勵會員使用他們收集的星星,星星設有時限,即將失效的星星,系統會主動向會員發送通知,提醒客人使用以免錯失優惠,這個Alert System有效增加客人的重訪率(Revisit Rate)。 截至2017年8月,手機的會員忠誠系統帶動了36%的銷售額 ,2018年第二季度整體用戶增長了11%。

數字營銷

 

Starbucks還投入大量資金使用數碼渠道了解客戶信息。Starbucks使用社交媒體”傾聽”(Social Listening)他們的客戶和挖掘數據,以了解其目標客戶的更多信息。

早在2008年,他們就建立多個社區網站,以收集客戶的想法,建議和反饋。今天,Starbucks正在繼續思考如何使用他們的數字平台來提高客戶忠誠度並增加收入。他們將移動平台App擴展到支付和獎勵之外,還包括訂購功能和個性化設定,令用戶保持參與和通知。

Starbucks添加了個性化元素,讓App記錄用戶最近的訂購記録,並根據訂購記録分析會員的喜好,按此自動推送可能合適的食品建議。App還會記録會員所處的地理位置功能 (GPS) ,用戶可以看到最近的星巴克位置,每個位置的星巴克菜單,用戶亦可以透過App下訂單。

 

“數碼營銷”提供便利Mobile Payment服務

 

Starbucks於2015年在美國全國推出”Mobile Order & Pay”,目標是通過提前訂購功能繼續提高銷售額。起初,手機訂購和支付的增長令客戶購買時引起了商店內部的一些擁堵問題。Starbucks 迅速回應,為App的訂單增設專用工作站,並為咖啡師提供新的平板電腦。App允許客戶通過語音命令進行訂購,提高速度和便利性。 QR CODE付款功能也使用戶以最方便快捷的方式訂購和支付。

 

數字營銷 2

 

Starbucks提供既有吸引力又創新的用戶體驗,使用手機應用程式和手機支付的連串成功引來其他同業的爭相仿傚。2017年,麥當勞宣布推出App應用程序,Dunkin’Donuts,Chick-fil-A,Domino’s,Taco Bell和Walmart亦相繼加入,同樣包含預訂功能,試圖打破Starbucks在數碼營銷的獨大。

2018年初,Starbucks和摩根大通合作,開始提供Starbucks獎勵Visa卡,這是一種聯名信用卡,直接結合到Starbucks獎勵計劃中。使用該信用卡的客戶可以在Starbucks門店內外的每次購買中獲得額外星星。

Starbucks 在數碼營銷的成功可否複製? 可以!但App上的設定要與會員忠誠度(Member Loyalty)和激勵計劃(Incentive Program)緊密相關。而且令消費者很快就看到了手機App的價值、好處和支付的便利性,並養成了通過App支付、落單的新習慣。

看到這𥚃,若你的公司已經有採用會員制度,it is good but not enough anymore,手機程式結合數碼營銷是你必須行的下一步!

 

 

 

 

其他大數據銷售故事:

大數據銷售-比顧客自己更了解顧客(下)

大數據分析-比顧客自己更了解顧客(上)

大數據行銷-是捕捉客人的真命天子?

客戶關係管理-邂逅大數據

從粉底說數據行銷

數據行銷第一步

 

延伸閱讀

Understand your customers better with big data

Will Big Data Finally Turn CRM Into Something Truly Valuable?

What Is Social Marketing? And How Does It Work?

 

How CRM System helps to be a Giant in Online Retailer?

The future of retail and service industry bound to CRM Big Data. The profit is promising. However, it requires a custom and automatic CRM system to carry out marketing activities.

The Taiwan Non-Store Retailer Association held a “Non-Store Industry” forum.  The former executive Dean Zhang Shanzheng said that the future of the retail industry rely on big data and artificial intelligence. CRM Big data understand the preferences and interests of customers, which is the key to success.

Let me share the experience of Amazon.

CRM system

 

 

One-Click Buying, First Step of Managing Big Data

 

 

One-click buying is the technique of allowing customers to make purchases with the previously saved payment information. It does not require the shopping cart software. Users have no need to input billing information such as address every time. Instead, users can purchase with the predefined credit card and delivery address. This is quite simple and common these days, but the concept was not popular back in 20 centuries.

The technique was introduced in late 20 centuries. Amazon applied for the patent of one-click buying in 1999. Apple purchased the license from Amazon in 2006. The patent was finally expired in 2017.

Amazon.com is guidance in collecting, storing, processing and analyzing personal information from every customer. The One-Click Buying allows Amazon saving a large amount of customer’s data and purchase history. They analyze the data to capture the customers’ profile.

They use predictive CRM system for targeted marketing to increase customer satisfaction and customer loyalty. Big Data is being adopted in the CRM system, which helps Amazon evolve into a leader among online retail stores.

 

 

The Features of CRM System

 

 

Recommendation

 

Amazon developed a CRM system which included a personalized recommendation system. The system analyses purchase history, wish list, reviewed, rated list and search history. The purpose of the system is to recommend other products, which mostly related or interested the customers.

For example, if you add a DVD movie to your online shopping cart, other DVD movies will also be recommended. This feature generates 35% of the company’s sales annually.

 

 

Anticipatory Model

 

Amazon added a new module to their CRM system. Amazon’s anticipatory shipping model use big data for predicting customer’s most interesting products. It predicts the revisit time and when the customers might need the products. Those products delivered to a local distribution center and warehouse, therefore, they would be ready for shipping. It increases Amazon’s profit while decreasing its delivery time.

 

 

Price Optimization Module

 

The module monitors user’s activity on websites, competitors’ pricing, order history, expected profit margin and etc. Prices are set according to the above factors. Prices change every 10 minutes as big data is updated and analyzed. As a result, Amazon offers the best competing discounts on their hero products.

 

 

Remember, One-Click Buying and the CRM Big Data concept introduced in the ’90s. It is 2018 now and if you did not invest in the CRM system, you should better get on with it ASAP!

 

 

Other articles:

 

How Big Data Change Journalism?

CRM System, Improved and Evolved

Social CRM: Game Changer

Big Data Analysis-CRM Big Data

Big Data Analysis- Collection

 

Extended reading:

 

Understand your customers better with big data

Will Big Data Finally Turn CRM Into Something Truly Valuable?

What Is Social Marketing? And How Does It Work?