{"id":14267,"date":"2018-09-04T17:09:08","date_gmt":"2018-09-04T15:09:08","guid":{"rendered":"https:\/\/www.sms77.io\/blog\/mobile-customer-journey-finding-your-way-back-to-the-customer\/"},"modified":"2024-07-23T15:42:39","modified_gmt":"2024-07-23T13:42:39","slug":"mobile-customer-journey-finding-your-way-back-to-the-customer","status":"publish","type":"post","link":"https:\/\/www.seven.io\/en\/blog\/mobile-customer-journey-finding-your-way-back-to-the-customer\/","title":{"rendered":"Mobile Customer Journey – Finding your way back to the customer"},"content":{"rendered":"

Your customers experience an increasingly mobile customer journey that is strongly influenced by ads, apps and social media. In the course of this, there are numerous touchpoints for you as an entrepreneur to interact with. In the following article, you will learn how best to reach your customers – and ideally pick them up.<\/p>\n

Mobile is the new agile<\/h2>\n

Those who rely only on their own homepage and advertising one or two ads in local newspapers as their company’s presence will miss out on the chance of a modern, communicative image. How do such entrepreneurs imagine a potential customer? Are there really still enough disinterested buyers who make their purchase decision true to the motto “What the farmer doesn’t know, he doesn’t like”? Which would mean they only visit those dealers and shops that they have long been familiar with. It’s nice if you can call such loyal regular customers your own, but if they disappear one day, from where do you acquire new customers?<\/p>\n

Without mobile communication today, it is hardly possible to build an appropriate and, above all, profitable company. Optimizing the homepage for mobile devices, integrating apps, sending bulk SMS<\/a> and using social media channels are just a few examples of how to increase reach. For many, however, the question arises which type of communication they should invest in, to what extent these investments are worthwhile at all, and whether in the end they really appeal to the target group that suits their products or services.<\/p>\n

Accompanying the entire customer journey and being present at every step is, of course, one possibility. However, this is both time-consuming and cost-intensive. It usually makes more sense to have a thoroughly planned strategy that targets touchpoints and picks up customers precisely. But you have to be quite mobile and committed.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Reaching customers means reaching their mobile devices<\/h3>\n

Consumers are increasingly using mobile phones, tablets and notebooks for their search and purchases from start to finish. These devices play an essential role in the lives of consumers. Thus, the success of a company also depends on its mobility. Parallel to the growing number of smartphones and the like, the time spent with them is increasing.<\/p>\n

Especially tablets combine the advantages of mobile communication with those of a sufficiently large display, intuitive handling and comfort in size and weight.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Desktop devices, on the other hand, are becoming less and less important when it comes to customer journeys. However, this does not mean that they should be neglected when planning a marketing strategy. Since many systems are integrated across devices, they are used accordingly. Companies must therefore ensure that their communications are compatible throughout.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Communication needs of customers<\/h2>\n

Consumers are showing a clear trend towards mobile contact. What used to be the service hotline is now the live chat. Sometimes this is just as frustrating from the customer’s point of view. Automated announcements, standard answers, waiting times – and no professional competence far and wide. Meanwhile, such support offers can also be evaluated online for everyone in a comprehensible way. And so it is up to the companies to improve their communication tools<\/a> before negative opinions spread. At this point, sustainability also means responding to poor ratings and publicly accepting criticism.<\/p>\n

The customer himself wants to have a direct line to the label of his products. Questions often arise about the application, production or ingredients. Here again transparency plays an important role. And this is exactly where entrepreneurs and customers meet at so-called touchpoints.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Communication needs of companies<\/h2>\n

Of course, it is up to the companies themselves to decide how much they want to disclose or which topics they prefer to communicate. Naturally, every company also has taboo topics, about which no information may reach the public. Some explosive events, on the other hand, should first go to the press agencies as unique content before the social media community rushes to it.<\/p>\n

Here it needs to be differentiated clearly which content is appropriate, important or at least nice-to-have. Often it is even the supposedly irrelevant topics that motivate customers to buy. Simply because timeless still works. This could be, for example, information on the supply chain, payment modules or corporate philosophy.<\/p>\n

The exact matching of continuity and timeliness is a great challenge for marketing. Thus, choosing the right touchpoints is not that easy.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

\"The<\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Touchpoints of the mobile Customer Journey<\/h2>\n

Not every customer trip is the same. In addition, there are countless possibilities for interpretation on the part of the companies. Some interfaces, however, can almost always be found. As part of the process, they have fixed placements on the customer journey.<\/p>\n

Demand meets awareness<\/h3>\n

The customer has a problem, needs something or is looking for a certain solution. Sometimes these needs only emerge when he sees an advertisement and suddenly realises that he still lacks exactly this product or that he absolutely wants it. This is, of course, the easiest way for everyone involved. However, it also happens that some customers have a problem, but do not even know what solutions there are or what would be possible at all.<\/p>\n

Companies can then<\/p>\n