Increased customer engagement and enhanced customer experience need more than a dedicated customer app – there needs to be a whole ‘owning the client’ strategy too to drive things forward. But that said, without the means to digitally enable the client journey, that strategy will struggle to get off the ground.
Now a company might point to an extranet or web-based application as evidence of digital enablement and customer empowerment. But there’s a reason why customer tools offered in native mobile app format trump their web imitators every time. In fact, there are several reasons and we’re going to share them with you below.