How to Convince shoppers to download and use your retail app

MEG CONLAN DONNELLY | October 26, 2018

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After a slow start out of the gate, retail apps may have finally found their stride. According to financial services firm Synchrony, shoppers now use an average of four retail apps up from two last year  and 83 percent say they’re happy with the customer experience. Maintaining app retention and user satisfaction is critical for retailers, given Forrester’s predictions that mobile phones will account for almost 24 percent of online sales by 2021 and will influence $1.4 trillion in offline sales by 2022. But achieving those aims requires a deep understanding of customer expectations for mobile. “Consumers that use retail mobile applications are a retailer’s top shoppers,” explained Maya Mikhailov, senior vice president and chief marketing officer for Synchrony subsidiary GPShopper. “As such, they want their apps to be tailored to their unique shopping experiences and preferences.”

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