Here are four mobile-experience watch-outs and suggestions for how to remedy them in a way that can integrate the entire reward relationship, digitally and in person. Of the three hours and nineteen minutes consumers spend on their phones a day, one hour and 14 minutes is spent on games and other apps, including reward programs. Be Honest: How Do Your Members See Your Program? This means that nearly one-third of next-generation consumers interact with rewards programs on their phones – and only on their phones. More Americans own smartphones than laptops or desktops today – 85% compared with 75% – according to 2021 findings by the Pew Research Center, and 15% of America adults are smartphone-only internet users, skewing especially hard to young and low socio-economic groups.įifteen percent might not sound like enough to change strategy, but that figure skews much higher among young consumers – 28% of those ages 18 to 29 are smartphone-only Internet users. It’s time reward program operators focus first on what their members see and feel when checking in via their smartphones, not their computers. So, if the loyalty experience they encounter with your brand isn’t mobile-first enough, they may skip it 5.5 minutes from now. And 70% of those consumers manage their rewards programs via mobile apps. How Often Are You Updating Your Mobile Rewards?Īmericans check their mobile devices an average of 262 times a day – that’s once every 5.5 minutes. Following is a deep dive into building a mobile-first loyalty experience, and how to correctly integrate it with other screens. How fully integrated is the mobile component of your loyalty initiative? In many cases, the mobile feature has been bolted on to a legacy format, yet members see it as the program’s gateway.
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