Retailers secure their future with loyal customers

Eine Frau beim Einkauf an der Theke mit freundlicher Bedienung - Stammkunden sichern mit mobile-pocket

The existence of companies has rarely been so threatened as in the last two years characterised by coronavirus. Retailers whose regular customers have carried them through the crisis can count themselves lucky. That's why it's now more important than ever to increase the number of loyal customers. The timing has never been as favourable as it is now during the upswing.

At a glance

The crisis as a productive state

The lockdowns of recent years have been a particular challenge for many companies. To make matters worse, the business closures coincided with the strongest sales phases. However, this has also led many entrepreneurs to be creative in order to survive: Call and collect, food handed through the window or DIY advice and support via video chat. Many have launched an online shop overnight or opened new digital communication channels to show their customers: I'm still here for you.

Being there for each other

And the consumers? They have shown solidarity despite postponing costly investments. They have supported local companies with targeted purchases. And this despite the fact that the situation was anything but easy for consumers. Which shop offers what? Where can I reach whom? Are the promotions still valid? When in doubt, you go or drive to the store to find out about the options and opening hours. Everything is easier digitally.

Digitalisation: here to stay

Since the crisis, even major sceptics have realised that the use and provision of digital offers has a number of advantages. So it's no wonder that digital loyalty cards have experienced a surge in popularity: While only 36 percent of respondents used digital loyalty cards on their smartphone in 2019, usage rose to 51 percent a year later (Dialogue Marketing Report 2021 by Austrian Post). Consumers are also convinced that smartphones and mobile apps will continue to gain in importance as a medium over the next three years.

Finding new ways to reach regular customers

Unsurprisingly, many companies are now focusing on increasing the number of loyal customers (Austria Post's Dialogue Marketing Report 2021). And on increasing the number of recommendations and expanding communication with regular customers. Ideally digitally.

But where and how to start?
You don't need your own expensive app, but an Austrian product for local retailers. One that doesn't give international ‘online only’ retailers any room, but instead strengthens the Austrian economy.

mobile-pocket is a popular loyalty card app that allows consumers to keep all their loyalty cards, including benefits and offers, at their fingertips. For you as an entrepreneur, the app is like an extended shop window for your products and a communication platform for your regular customers. Your customers can also access your bonus programme, including content, via one of 38 payment apps from well-known Austrian banks. This means you can reach almost one in five customers who visit your shop directly.

Based on the evaluations of the last two years, it is quite clear that retailers who relied on digitalisation with mobile-pocket at an early stage emerged stronger from the lockdowns.