How Milk Delivery Apps Improve Customer Experience and Retention?

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Customers are the building blocks of any business. The milk delivery business is no different. To grow your business, you can either acquire new customers or retain the existing ones.

However, acquiring customers is five times more expensive than retaining them. The businesses have started adopting technologies, including milk delivery apps and dairy ERP software, to streamline operations and offer great customer experience.

What is customer experience (CX)?

Customer experience or CX refers to how businesses engage with customers at every step of their buying journey. It includes everything that puts customers first, manages their journey, and caters to their demands.

“89% of companies Gartner surveyed consider customer experience the new competitive battlefield.”

What is customer retention?

Customer retention is a business’s ability to keep customers hooked on its brand and turn them into repeat customers. It is a major key performance indicator that measures customer loyalty.

“An increased customer retention rate of 5% can lead to profit growth by 25% to around 95% over time.”

“Offering a great customer experience can help you improve your customer retention rates.”

Key metrics to measure customer experience and customer retention

Key metrics are the performance indicators that help you calculate the customer experience and retention rates in percentage. They can help you understand your customers and improve their journey.

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Key performance indicators to measure customer experience and retention are:

  • Customer satisfaction scores (CSAT) – Measure the satisfaction rate of your customers with the product, service, website, or mobile application. The customer surveys are mostly scaled from 1 to 5.
  • Customer effort score (CES) – Measures the effort your customer has to put in to perform any action on your website or app. It is rated from very difficult to very easy.
  • Net promoter scores (NPS) – Measure how likely your customer is to recommend your product or service to others on a scale of 0 to 10.
  • Customer retention rate – Percentage of customers who continue to use your product or service after their initial purchase. A higher retention rate means higher profits.
  • Customer lifetime value – A revenue metric that measures how much revenue a single customer generates over the lifespan of the business relationship.
  • Stickiness metrics – It is a daily active user to monthly active user ratio to measure product stickiness. You can use this metric to analyze customer engagement and whether the product creates value or not.

What is a milk delivery app?

The milk delivery app is a mobile application that allows customers to browse dairy products, place orders, and manage their payments. It automates and streamlines ordering and payment processes and offers GPS tracking to enable customers to track their orders in real-time. The app is integrated with the milk delivery software’s admin dashboard, allowing seamless data flow.

Features of the milk delivery app:

  • Subscription order placement
  • Customized ordering
  • Modify or cancel orders
  • Pause and resume milk deliveries
  • In-app wallet payments
  • Other multiple online payment options
  • Real-time order status updates
  • Live order tracking

Features of milk delivery app to improve customer experience and retention rate

Milk Delivery Solutions offers a white-labeled milk delivery app for your customers. This mobile app is available for iOS and Android users and has advanced features. These features can help you improve customer journeys and enable you to offer them better customer service. Features of a milk delivery app to enhance customer experience and retention rates are:

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Easy-to-use interface

Offer a user-friendly app that is easy to navigate. Simplified ordering placement is a key feature of a milk delivery app. Customers prefer the convenience. These mobile applications have features such as a GPS-based address locator, order history, multiple delivery addresses, and payment options to help you quicken and streamline online order processes.

Real-time order tracking

The milk delivery applications with GPS tracking systems empower your customers to track the real-time progress of the order. They can view current order status, delivery driver location, and estimated delivery time, and receive order status updates through in-app notifications.

You can also use OTP or picture-based delivery verification to enhance customer satisfaction and reduce customer disputes. The OTP or picture verification is auto-updated on the admin dashboard of a milk delivery system.

Push notification

Push notifications are notifications sent to customers via an application. These can include information about customer orders or promotional information such as offers or discounts. In-app push notifications help keep customers aware of your business and improve customer engagement rates.

Brand loyalty rewards

You can segment your customers based on their lifetime value from the backend of the milk delivery software. This is one of the major features that keeps your customers engaged with your brand. You can reward customers with cashback in their in-app wallets to buy products. You can also set rewards for referral rewards for referee and referred customers, frequent customers, and top-spending customers.

Ordering flexibility

Allow your customers to place their orders based on their preferences. Let them browse the categories and products, choose the preferred product, and select delivery frequency, schedule, and number of deliveries. Provide multiple payment options to offer flexibility.

In-app messaging

Our Milk Delivery Solutions supports in-app messaging, enabling your customers to connect with you. You can opt for WhatsApp integrations or in-app chatbots. This can speed up the process of customer issue resolution and improve their experience.

Referrals and coupons

Offering promotional opportunities improves customer engagement rates and enables them to keep using your service, increasing customer lifetime value. Referrals and coupons are the most commonly used promotional offers. Referrals include offering discounts on the next purchase or freebies to customers who recommend applications to their friends or family. Coupons can be given to customers who are frequent buyers or have been with your brand for a long time, and even new customers to make them feel welcome.

Customer feedback and suggestions

Collecting customer feedback and suggestions is the most simple and easy ways of getting insights to improve your product, service or application. Customer reviews should be frequently collected to prompt identification of the issues and solve them. This enables customers to share their experiences, suggestions, and criticism. Customers love to talk about how they feel.

Conclusion

Happy customers are crucial for the success of a business. And offering a personalized customer journey and experience can help you boost your retention rates, which are essential for businesses’s long-term success.

Milk Delivery Solutions (MDS) is an integrated platform that comprises three elements – an admin dashboard, a customer app, and a delivery driver app to streamline the entire milk distribution process. The software offers advanced features and functionalities that can help you improve customer experience and customer retention. Book a free demo with us to see how we can help your business.