There are a lot of business factors that small to medium enterprises need to  think about. One of the biggest considerations is customer relations. SMEs need to make sure that they are drawing in new customers as well as retaining the new clients they draw into make a profit. The sense of brand loyalty means a lot and it’s even estimated that retained customers spend as much as 67% more than  new customers.

There are many ways that SMEs can use to achieve customer retention. One way is to make their experience with your company as easy as possible. After all, customers aren’t going to stay with a business for a long time, which isn’t convenient for them.

One of the modern ways to do this is to develop an app. This is a simple and straightforward way for users to interact with the company, and it comes with plenty of benefits as well.

Increased Visibility

One of the most important things for ongoing customer retention is to make them think about your brand. This can be a challenge if  SMEs only have a physical location or even a website that customers have to navigate themselves toward.

However, most people spend two hours or more in a day on their mobile devices. So, if they have your app on their phone, it gives your business a constant exposure. They don’t even necessarily have to use it regularly. When a company’s app is installed on a user’s phone, even if they don’t actively use it, they see the logo for that SME almost every time they access their phone.


As mentioned earlier, customers don’t stay with companies that are difficult to work with. Luckily, the whole purpose of mobile apps is to add convenience. Whether it’s for entertainment or more practical means, an app puts this concept in the forefront. If someone can reach in their pocket when they need a service performed, they’re going to appreciate it.

When it comes to the sale of goods, apps can also turn this convenience into impulse shopping. If a consumer can scroll through a product list and order in-app, they’re likely to make a higher volume of purchases than if they navigate to a business by themselves. This can be further capitalized on with push notifications for sales or alerts that a customer might want to know that would lead them to a purchase.

Direct Communication

To build a good relationship with consumers, an SME needs to make sure that customers feel like their being treated as individuals rather than units of profit. An app helps support this notion by creating personalized experiences and offer direct lines of communication.

One of the ways that apps can help customers is by creating direct lines of communication. “Help desks” and chatbots can be easily incorporated into an app so that consumers have customer service aid at their fingertips. Chatbots , in particular, are reliable choices that can be programmed to answer basic questions from customers and notify a live representative for the customer if necessary. This increases customer satisfaction which, in turn, increases profits.

An app can also make customer service easier. Instead of navigating to a “help” page or calling the company directly, users can access customer support with the press of a button. An SME can make these support avenues more effective by equipping the app with chatbots to “talk” to users and answer their questions. These can typically handle basic questions and can be set up to notify a live representative if the answer needs a more in-depth discussion.

Loyalty Programs

Unfortunately, loyalty programs are sometimes overlooked because they require extra effort. Not everyone wants to sign up or they might fear that they’ll open themselves up to spam mail adding themselves to an email list.

An app that someone logs into, though, is a different story. From emails to social media, logins are a common concept in apps. If that sign-in process automatically enrolls them in a loyalty program where they can save money, they’ll appreciate that. This helps capture the portion of customers who don’t typically sign up for loyalty programs join into them.

These savings go a long way for SMEs. For example, a common loyalty program style is a points system. So, if a customer purchases something, they earn a certain number of points. When they reach a certain benchmark, they get some form of reward. This encourages consumers to buy more to reach that point.

According to Invesp, 58% consumers who are enrolled in loyalty programs with a brand will make at least one purchase with them a month. They also discovered that 50% of consumers also change their behavior to reach a new tier in a rewards program. So, if an SME has a loyalty program attached to their app, they’re going to see a rise in profits.

Reaching Out to Younger Demographic

If there’s one demographic that will appreciate an app, it’s millennials and younger. Younger generations are very in tune with current changes in technology. Because of this, they’re going to notice before older generations if something isn’t as convenient or up to date as possible.

By building an app, SMEs can keep up with the expectations of the younger demographic and draw them in. This is particularly helpful because attracting customer loyalty from a younger audience means that you’ll have a lot of steady business in the future for a long time.

Analytic Data

Online customer engagement is incredibly useful when it comes to gathering marketing data. You can see factors such as which parts of the app customers use the most, the products they look at, how much time they spend on the app and more. It’s even possible to see which parts of the app aren’t doing well and need to be improved.

A practical example of using this data is to recommend products to customers related to the items they’ve viewed or bought. For instance, if someone has viewed a lot of dresses, the app would recommend them more dresses. General commerce apps use this data in a broader sense, such as recommending the user items like toys and diapers if they have been looking at baby clothes.

This level of personalization is something that customers will appreciate as well. A cookie-cutter approach to selling isn’t effective. SMEs need to make sure that each customer feels like they’re seen as an individual rather than just a unit adding to the company’s profits.

A Competitive Edge

In today’s world, technology is changing rapidly and, as discussed earlier, consumers are looking for convenience at a moment’s notice. No one wants to wait around anymore, they expect what they need or want  at a moment’s notice. Anything that an SME can do to keep that edge goes a long way in increasing their bottom line.

Novelty is an aspect that consumers are drawn to. If  SMEs were to work with an app designing company to create something truly cutting edge, the app itself may interest consumers just as much as the company does.

All in all, it’s a good move to make apps With the profitable benefits they bring for companies, appsare must-have for any SMEs. They draw in traffic, retain consumer interest, and provide consistent brand awareness. They also generally make the shopping experience easy and enjoyable for consumers which will keep them coming back to you in the future. An app is a surefire way to increase your bottom line by fostering and maintaining a close connection with your customer base.