How can you implement a successful mobile customer engagement strategy in an enterprise mobility context?

1 Define your objectives

Before you start designing and developing your mobile customer engagement strategy, you need to have a clear vision of what you want to achieve. What are the specific outcomes you want to measure and improve, such as customer retention, conversion, satisfaction, or advocacy? How do they align with your overall business goals and customer journey? How will you track and evaluate your progress and impact? Having a clear and realistic set of objectives will help you focus your efforts and resources on the most important aspects of your mobile customer engagement strategy.

2 Know your audience

To create meaningful and engaging mobile experiences for your customers, you need to understand who they are, what they need, and how they behave. You can use various methods and tools to collect and analyze data about your customers, such as surveys, interviews, analytics, segmentation, personas, and user testing. The more you know about your customers, the more you can tailor your mobile customer engagement strategy to their preferences, expectations, and feedback. You can also use data to segment your customers into different groups based on their characteristics and behavior, and deliver personalized and relevant messages and offers to each segment.

3 Choose your channels

Mobile customer engagement can take place through various channels, such as mobile apps, websites, SMS, push notifications, email, social media, chatbots, and voice assistants. Each channel has its own advantages and disadvantages, and you need to choose the ones that best suit your objectives, audience, and content. You also need to consider how your customers use different channels at different stages of their journey, and how you can integrate them to create a seamless and consistent mobile experience. For example, you can use push notifications to remind your customers about an upcoming event or offer, and direct them to your mobile app or website for more details or actions.