Last updated: Marketing apps: Driving exceptional CX and engagement

Marketing apps: Driving exceptional CX and engagement


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In an experience economy defined and driven by providing great customer experiences, a mobile-first marketing strategy that deploys social media marketing apps is an important facet of five-star CX.

That five-star experience must serve customers across all channels and touchpoints, including mobile and social media.

🎼 You used to call me on my cell phone 🎼

The importance of a mobile-first marketing strategy is well-known and documented.

Also no secret: the power and reach of social media, where 69% of U.S. adults use Facebook and 73% use YouTube daily on their cell phone.

So, it’s no surprise that social media marketing apps are essential tools. Creating and sharing engaging content as part of a strategic and integrated social media marketing campaign is a must for businesses of all types and sizes to retain loyal customers and earn new ones.

With the right marketing tools for your business, you can optimize the efficiency of your content management and maximize the effectiveness of your customer engagement. Save time and money when both are always already in short supply.

However, not all apps are created equal. And not all are going to be the right fit for every business. Universally applicable, though, is the Socratic injunction to “know thyself.”

Social media marketing apps: Why finding the right fit for your business is essential

We’ve seen people in ill-fitting suits, and we’ve seen people in suits tailored to fit. The contrast is immediately clear. Finding the right fit makes all the difference between “I’m here and I’m ready for success.” and just, well, “sort of here, I guess.”

Assembling the marketing tools that best fit your organization and goals is a vital step toward creating positive customer engagement. Knowing thyself positions you to then know thy customers. And keep them.

The goal is simple: Reach your current and potential customers through mobile and other digital channels – wherever and whenever they are – whether during their commute, catching up with the news on lunch, or decompressing on a leisurely scroll through Facebook, Twitter, or Instagram.

However, it does not follow that simply “being there” is enough to successfully convert engagement to increased sales and revenue. Simply cutting through the noise is not enough.

Once you get customers’ attention you have to keep it with content that is interesting, engaging, meaningful, useful, and authentic. Then you have earned the opportunity to provide a great end-to-end customer experience across their entire journey and, in return, earning loyal customers.

Along with rising customer expectations and the development of mobile technology, marketing strategies must adapt and innovate. Finding and utilizing new and existing marketing solutions is essential for successfully creating and implementing your consistent message and marketing campaign across platforms.

As apps continue to develop and improve, the increased functionality and integration enables greater productivity and control over the management of your digital marketing strategy and campaign execution. Finding the right platforms on which to engage your customers will lay the groundwork for finding the best supplemental apps to optimize your efforts.

Increase productivity, efficiency, and effectiveness by utilizing supplemental apps

In addition to the major social media platforms like Facebook, YouTube, Twitter, Snapchat, Instagram, and Pinterest, you can utilize add-ons and supplemental tools to expand app functionality and control, enabling a more integrated and seamless engagement and providing improved customer experience.

On the flipside, maximize your reach with optimized efficiency and reduced costs even when your team members are time zones apart by giving them the tools to plan, coordinate, and execute your strategic marketing campaigns on centralized cloud-based platforms from their cellphones.

Use these apps to:

  1. Build trust and credibility by creating and sharing useful and interesting content that is timely and relevant
  2. Monitor what people are saying about your company
  3. Moderate comments
  4. Engage with your customers
  5. View analytics

Another incredibly valuable capability is reviewing and adjusting scheduled posts – especially the one that may suddenly come across as tone-deaf or lacking awareness amidst the rapidly changing social and political contexts of developing global events or dramatic breaking news. Or, of course, make a statement of support or solidarity in the moment to show your customers where you stand, and that you’re aware of the world outside of your conference calls and email threads.

Mistakes, missteps, and oversights in such moments speak volumes to your customers about your brand morals and priorities. Make sure you mean what you say and say what you mean in a timely and relevant way.

“A new update is available for your app”

It seems unlikely that your teams are not already using a collaborative workspace app. Whether or not that it the case, it doesn’t hurt to check around for apps that may be a better fit for your team, or to renew your confidence in the one you currently use.

Most collaborative apps have note-taking capabilities and use cloud technology for file-sharing capabilities as well as synching across platforms. Some provide workflow management tools such as task assignment and tracking functions.

Whether you’re executing marketing campaigns from another place, from another time, or if you’re engaging your customers directly and immediately, integrated social media marketing and productivity apps are key to making that initial impression. Then you have the opportunity to deliver exceptional customer experiences that earn loyal customers with whom you’ve built a relationship, cultivating that trust and showing that you know them in an insightful and authentic way.

From that first encounter to the latest when you’ve created a great customer experience and followed through with great service, customer data analytics is your finger on the pulse of what your customers want, and social media marketing is a direct line between you and your customers. They will literally tell you want they want, and it’s up to you to give it to them.

Old direct-to-consumer marketing playbooks don’t work today.
Tap into the future of CPG, DTC, engagement, and loyalty HERE

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