BlogHow Smartphones Are Changing the Way Brand Loyalty Works

May 21, 2018

Establishing brand loyalty is very important for businesses.  There are more businesses in the world than ever before, geographical competition is faster than ever before and all of these changes make it much more challenging for companies to capture and keep the hearts of their customers.

The smartphone age is once again changing the game when it comes to establishing brand loyalty with customers.  These mobile devices might seem small but they have a huge impact on the way business and marketing is done and smartphones are even changing the way brand loyalty works.

The smartphone is the perfect device to use to stay in touch with your audience and to encourage purchases or boost customer relationships because this little companion is always with your customer.  The smartphone is always on, always in your back pocket or within arm’s reach and the number of mobile internet connections is skyrocketing.

Just how many people are connecting via smartphone?

In 2016 smartphones officially overtook the internet because it was found that 51% of website visits were made from a mobile device like a smartphone or tab.  Since 2016, these figures have dramatically increased. 71% of adults now use smartphones to access the internet for various activities.

So how does this affect your brand loyalty?

Just because a client is using a different device for online shopping doesn’t mean that he or she will love your brand any less, right?  Think again! Smartphones have a huge impact on brand loyalty. Today customers want instant access to everything. They want to be able to shop instantly, get help instantly, learn more about your products instantly and much more.  The ability to be responsive has a tremendous effect on your brand and can greatly affect brand loyalty. Switching over to a different brand only takes a few clicks of a button. If your customer is in any way unsatisfied with the way your digital presence functions on a smart device then you can bet that he or she is going to look for a company that offers better online information which might just result in a complete brand switch.

Maintaining brand loyalty is about much more than just your website

If you think that it is just your website that needs to be optimised for mobile devices then you are wrong yet again.  Businesses and well-established brands have much more than just a website to correspond with customers. They use several platforms including the following;

Apps – Apps like shopping apps makes it much easier for customers to browse available products, to add these products to chart and to even check the products out.  Apps also greatly boost brand loyalty because customers cannot simply switch over to a different e-commerce store when they view products by an app. They have to download and install another company’s app and this greatly improves brand loyalty.  The fact that 90% of online mobile traffic connects through apps instead of web browsers is also a good example of exactly why apps affect brand loyalty.

Social media – Social media can be tricky because it can go both ways.  Customers can compliment or shame your company on your social page.  But this is still a very important interface for brand loyalty because customers feel that they can reach your business a lot easier.  It is also estimated that 34% of customer complaints are removed from social media the moment the customer feels that his problem has been dealt with.

Smartphones definitely have a huge impact on brand loyalty and if your company wants to stay ahead of competitors and maintain the loyalty of your audience then you need to get on board with these devices.

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