5 Ways Mobile Messaging Can Boost Retail Sales

From start to finish, the shopping process offers multiple opportunities to use mobile-messaging strategies. Here are five approaches that can help boost your sales.

learn more about Cezary Pietrzak

By Cezary Pietrzak


Opinions expressed by Entrepreneur contributors are their own.

For retailers everywhere, the rules of engagement have changed. As smartphones, tablets and other mobile device proliferate, shopping has evolved from a discrete activity into a continuous and always-on process. Today, buying a product can happen at any time and anywhere, and it's never more than an arm's length away.

To make the most of this new reality, retailers must take a more active role in the customer journey and guide shoppers through each step of the process. The most effective way to do this is by creating a multi-channel messaging strategy, one that addresses specific customers needs, provides valuable content and nudges shoppers toward purchase.

Let's examine five ways that leading retailers use mobile messaging to boost their sales:

1. Always make shopping top-of-mind.
During the discovery phase of shopping, people are browsing for ideas, reading reviews and collecting inspiration on social media sites like Pinterest. While they are not actively looking to buy, they are open to the idea if it's presented in the right context.

Email is a particularly good messaging channel to get people into the shopping mindset. Banana Republic sends a mobile-optimized email newsletter each week with new product announcements, sales and other promotions. This regular outreach informs potential customers about the company's latest happenings and keeps the brand top-of-mind. Retailers with apps can also use an in-app news feed to drive consideration via smart editorial content, new product announcements and seasonal promotions.

Related: How Not to Get Sued When You Start Mobile Marketing

2. Create opportunities through context.
In the subsequent phase of the shopping process, people commit to making a purchase. For online retailers, this means directing them to an ecommerce site or mobile app when a transaction will take place.

Push notifications are an excellent marketing channel to achieve this goal, as they give retailers direct access to their audience, wherever they may be. Fashion companies like Gilt and RueLaLa have perfected this type of messaging by sending time-sensitive announcements ("Our sale is starting now!') at a specific times during the day, typically during lunchtime and evenings.

For brick-and-mortar retailers, the challenge is a little more difficult as they need to drive people into a physical store. In this situation, push notifications are also effective when paired with a shopper's location data. For example, Walgreens uses push notifications to alert app users about their prescriptions when in close proximity of a retail location. Another option is to send mobile coupons via email for in-store redemption, a strategy used by retailers like Bed Bath & Beyond.

3. Make the experience easy and interactive.
Getting people comfortable in a shopping environment requires the right mix of digital tools, personal reassurance and competitive products. Together, these elements build a retailer's value proposition to the customer.

WalMart enhances its shopping experience with a mobile app that has a special "store mode," giving customers quick access to their shopping lists, detailed product information and a bar code scanner for faster checkout. App features aside, retailers can also use in-app messaging to proactively welcome customers who enter a store, educate them about different shopping resources or promote featured items. Some retailers are also experimenting with in-app customer support to answer questions that arise while shopping.

Related: 6 Tips for Taking Your Video Ad Content Mobile

4. Remind customers to buy.
Once shoppers have selected items to buy, they still need a nudge to complete their purchase. Using push notifications and email is a powerful way for retailers to remind people to transact. Online retailer Asos minimizes shopping cart abandonment via an automatically triggered email sent 30 minutes after an item has been added to its cart (provided a purchase has not yet been made). Some retailers also offer last-minute coupons to create an additional incentive to buy.

5. Keep an open dialogue post-purchase.
Extending the shopping experience post-purchase in another big opportunity for retailers to engage their audience.

Simple transactional emails like purchase confirmations and shipping updates are great for managing customer expectations. Amazon recently made these updates more accessible on-the-go by offering them via push notifications. Social sharing, the most popular activity on mobile devices, is perfect for brand evangelism and referral traffic. Online retailer Fab asks customers to share their purchase on Facebook and Twitter immediately after the transaction. Mobile surveys, on the other hand, are an effective way to gauge customer satisfaction, and can be triggered via push notifications one or two days post-purchase.

As mobile makes shopping more complex and unpredictable, retailers require a new set of tools to stay relevant. Multi-channel mobile messaging is the most effective way for them to inform and enhance the shopping experience. By communicating with their customers in the right place at the right time, not only will retailers create an engaging dialogue -- they will also build a predictable path to purchase.

Related: Digital Marketing: It's Not Just Business, It's Personal

Cezary Pietrzak

Cezary Pietrzak is the director of marketing at Appboy, a customer engagement platform for mobile apps based in New York. He writes about mobile strategy and helps large brands and enterprises manage relationships with their mobile users. You can read his thoughts on Appboy's blog.

Related Topics

Editor's Pick

Everyone Wants to Get Close to Their Favorite Artist. Here's the Technology Making It a Reality — But Better.
The Highest-Paid, Highest-Profile People in Every Field Know This Communication Strategy
After Early Rejection From Publishers, This Author Self-Published Her Book and Sold More Than 500,000 Copies. Here's How She Did It.
Having Trouble Speaking Up in Meetings? Try This Strategy.
He Names Brands for Amazon, Meta and Forever 21, and Says This Is the Big Blank Space in the Naming Game

How to Detect a Liar in Seconds Using Nonverbal Communication

There are many ways to understand if someone is not honest with you. The following signs do not even require words and are all nonverbal queues.

Business News

American Airlines Sued After Teen Dies of Heart Attack Onboard Flight to Miami

Kevin Greenridge was traveling from Honduras to Miami on June 4, 2022, on AA Flight 614 when he went into cardiac arrest and became unconscious mid-flight.

Business News

Jake Paul and Lindsay Lohan Fined $400,000 for 'Illegally Touting' Crypto

The SEC just disclosed that eight celebrities agreed to a massive settlement without admitting guilt.


After Early Rejection From Publishers, This Author Self-Published Her Book and Sold More Than 500,000 Copies. Here's How She Did It.

Author Karen Inglis breaks down the strategies and tactics you need to generate awareness and sales for your self-published book.

Business News

Would You Buy Maggie Murdaugh's Monogrammed Snake Print Pillows? Items From the Murdaugh Family Home Are Going Up for Auction

The sale comes just weeks after Alex Murdaugh was sentenced to two consecutive life terms for the June 2021 murders of his wife, Maggie Murdaugh, and son Paul Murdaugh.