In order to get the attention of today’s consumer, retailers need to provide the best possible experience from any channel where customers wish to interface with them. Michael’s – home to the crafty types – has put together their own mobile app with a spin towards functionality that they feel that their following would enjoy – things like video examples and mobile versions of datasheets, as well as the usual coupons and offers. Sounds terrific.
Here are a few thoughts about following in their footsteps with an iPhone app:
1. Ensure your target market are iPhone users. I’m sure Michael’s checked that and decided that the development was worthwhile. Mobile apps are inexpensive compared to many enterprise level retail software development efforts, so it probably wasn’t a difficult decision. Because Michael’s already had a library of web based resources anyway, the only addition was probably the iPhone interface.
Fundamentally, with web services in place they can all be leveraged to build an app for another platform. More practically, I recommend a mobile web based interface for the retailer’s website that will work on any platform. There are platforms that will automatically re-format the screens to fit any size device – Blackberry, iPhone, Android, Windows and more – based on the browser and screen resolution of the device accessing the page. This is more a function of practicality than design. Why provide functionality to users on one platform, when for a similar cost, you could provide it to all smartphone users?
Examples of mobile web instead of apps click on theses links with your mobile: LLBean and Sears. For lots of examples of apps, check out my page on Canadian retailers with links to social media and apps. A recent article indicates that retailers are starting to follow this web format instead of iPhone apps.
2. Make sure the mobile app has functions that are practical and add to the customer experience you want to provide. Just because an advertising company will throw in an app for free as part of a contract, or your head of marketing wants to have an app to see your logo in the apple store doesn’t necessarily make it worthwhile to the consumer. In fact, if the app doesn’t add anything new to the arrangement, the consumer may feel you have been wasting their time. A standard store finder isn’t enough – I can just do that on the maps application. However, one that shows via a coloured icon that the store is currently open, as is used on Starbucks Canada or McDonalds Canada, is a pretty good idea. The Home Depot Canada app has a function to measure screws and various other items. All of these are examples of trying to do something different that is helpful, and can enhance the customer experience for their specific clientele. I can’t tell you the idea that will make your app or web based store, but your customers might! Ask them.
3. Ensure the app can identify the user in a way that the customer can opt in or opt out. Most retailers have a loyalty program in place. What better way to identify the customers than leveraging this same infrastructure? Be certain that opting in works flawlessly and simply and that nobody is forced to identify themselves. In fact, if there is an additional benefit to the customer to identifying themselves on the app, all the better. If there is extra functionality for loyalty users, they are more likely to identify themselves and be happy about it.
Why identify customers? There are benefits to customers and retailer alike. First, if the customer is identified, it is possible to provide a unique experience for that customer. Whether it is default languages or remembering shopping lists, having that identification allows the retailer to provide additional benefits to the consumer, and they in turn may have the opportunity to opt in to the experience that they wish to have across mobile, POS and web interfaces. A customized experience can drive loyalty, which drives bigger baskets and more sales.
Secondly, having the identification in place allows retailers the ability to identify what channels and functionality are used and by whom. Considering the myriad opportunities for IT investment, knowing who is using what in what way provides a validation of customer usage against customer sales. If only 200 customers are using your iPhone app, that may seem like a bad investment, but if 90% of them are in your top segment for sales, that may not be the case. Just looking at downloads of an app is not good enough anymore. This also turns around for the customers. Seeing what customers are using ensures that the best channels and functionality are available to them for their retailer.