Mobile Customer Engagement for Services

It costs 5 times more to acquire new customers than to keep existing ones.

“Companies that alienate and frustrate their customers will soon have none left to bother them.

Those that go out of their way to please customers will soon have many more.”

- Harvard Business Review

Service businesses must retain customers to survive.

Mobile Customer Engagement from Impel provides tools to do just that.

Your Current Customers are Your Most Valuable Asset

You spent a lot of money to acquire your current customers. You thought simply providing great service was sufficient to keep them. Unfortunately this is no longer true.

In today’s hyper-competitive world, if you have not adopted leading customer engagement methods, you will lose your customers to your competitors who have.


Impel provides tools that allow you to engage your most precious asset and make them your long-term advocate.
59% of Consumers Only Use Mobile To Make Purchases

A web page is not enough. Mobile consumers only use 5 to 7 apps regularly on their smart devices. If you are not in front of them with your services and with an app that they are familiar with, your business will not be differentiated from others. In fact, you will likely not be there at all.

Connected Customer Relationships Pay Dividends

According to McKinsey and Company’s 2013 DataMetrics Survey, engaging customers strategically pays off handsomely with revenues. Bain & Company also reports that repeat customers spend as much as 67% more with the merchants they feel connected with over the lifetime of that relationship.

"Designing a great customer-engagement strategy and experience depends on understanding exactly how people interact with a company throughout their decision journey."

McKinsey & Company, "We're all marketers now", July 2011
"45% of US consumers will abandon an online transaction if their questions or concerns are not addressed quickly."

Forrester Research

"Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences."

2012 Global Customer Service Barometer
"A customer is 4 times more likely to buy from a competitor if the problem is service related vs. price or product related."

Bain & Co.

"55% of consumers would pay more for a better customer experience."

Defaqto Research
"It takes 12 positive customer experiences to make up for one negative experience."

Parature

"A repeat customer spends 67% more than a new one."

BIA/Kelsey
"68% say that coupons generate loyalty."

RetailMeNot
"Customer churn is attributed to the poor quality of customer service."

Accenture Maximizing Customer Retention Report



“A 10% increase in customer retention levels result in a 30% increase in the value of the company.”

Bain & Co
"82% of small business owners said that loyal customers were the main way they grow their business."

Constant Contact

"89% will go elsewhere if their first e-commerce purchasing experience with a brand isn't up to standard."

PIP
"39% would leave to a competitor's website and never return to a retailer's site after a "poor" user experience."

Maxymiser