Customer experience is at the heart of every successful business today. Giving customers what they want in terms of convenience is crucial when it comes to ensuring that your consumer base is loyal and people will want to return to your brand again and again. The advance of technology means that customer expectations about experience are changing all the time – and today this requires businesses to embrace the impact that mobile is having on the way that people and brands interact.
The mobile revolution
According to the Deloitte Global Mobile Consumer Survey 2018, smart phones are now the most frequently used devices. We are constantly looking at our smart phones too - 95% of those aged between 16 and 75 who own a smart phone have used it within the last day. Smart phone usage has grown 14% over the past four years and continues to increase. Consumers are using their phones to make payments more and more.
Contactless mobile payments hit a tipping point in 2017 with consumers using them to spend almost £1 billion, a 328% year-on-year rise, according to figures from Worldpay. It’s becoming habitual for consumers to pull out a phone to make payments rather than reach for a wallet and there are many benefits for businesses that engage fully with this trend.
Using mobile payments to improve customer experience
There are lots of ways to integrate mobile payments into your business, from accepting Apple Pay to working with apps. The use of apps in particular has grown significantly, as there are advantages not just when it comes to customer convenience but also the way data is handled. App payment essentially requires a customer to download and sign into the dedicated app – such as Qkr!™ by MasterCard. The app generates a unique four-digit code that the customer gives to their server.
As the dining experience progresses everything is recorded on the app so that the entire order is there by the end of the meal. At that point the customer can simply use the app to pay and leave. This has a number of important benefits for the customer experience, including:
Customers don’t have to attract the attention of their server or wait around for a bill they can simply settle up and go.
Because your workforce isn’t spending as much time handling bill payments they are able to add value to the customer experience elsewhere.
Work with an app like Qkr!™ by MasterCard and security and data protection are guaranteed. The app also accepts a wide range of debit and credit cards so making payments is simple.
Customers can see what they have had as it is ordered and keep track of the bill throughout the meal.
Putting the customer in control
Paying becomes a simple, fast and easy process that the customer can manage themselves.
Mobile payments are fairly new to customers today – and offering them is a great way for businesses to make a positive impression. It’s likely that they will become a foundation of customer experience in the near future and important to ensuring that your customers have a memorable time and will want to return.