Not Asking Customers The Right Questions Is Like Dating Someone for Months and Never Asking How They Feel. Then You’re Shocked When They Ghost You

In mCommerce, assumptions kill conversions.

You have to ask — what fits, what doesn’t, what they’re looking for, and why they’d leave.

Your mobile app isn’t just a storefront; it’s a conversation. The brands that win in 2025 won’t just sell better — they’ll listen better.

Because let’s be honest… if you’re not asking the right questions, someone else (your competitor, aka their new ‘ex’ rebound) definitely will.

Let’s look at how some of the biggest brands mastered the art of asking and built billion-dollar loyalty loops through their mobile apps:

Nike: Personalized Journeys Start with the Right Questions Anyone can get app installs. Just throw some budget behind ads and offer 20% off. But here’s the truth: installs are easy, retention is hard.

Nike understands that what happens after the install is where the real game begins. That’s why the app instantly asks meaningful questions:

What are your fitness goals? What activities do you enjoy? What’s your skill level? Do you run, lift, walk, cycle? Takeaway for Every Brand Nike’s app isn’t just a store in your pocket. It’s a conversation. One that begins with curiosity, not a sales pitch.

These questions don’t just gather data — they build identity. They tell the user: “We see you. We’re not going to treat you like just another buyer.”

When users feel seen, they’re more likely to stick around. It taps into the psychological principle of personalization — we pay more attention to what feels made for us.

2025 customers don’t tolerate friction.

If you make them think too much, they bounce. But if your app remembers, recommends, and reinforces, they buy, re-buy, and advocate.

Nike Made A Shift From Commerce To Community

Nike’s app doesn’t just sell shoes. It delivers training programs, community stories, goals, and challenges.

Because Nike knows people don’t wake up thinking, “I need new shoes.” They wake up thinking, “I want to feel stronger / faster / more focused.”

The app becomes a digital coach.

When a brand becomes part of someone’s routine (like Nike does), it’s no longer a vendor — it’s a partner. That’s how you reduce churn, increase LTV, and build fans, not just customers.

Why It’s Smart Strategy? It leverages behavioral data Apps allow real-time insights into what users click, skip, buy, or explore. That’s far more powerful than relying on guesses or post-purchase surveys.

It adapts in real-time Users expect adaptive UX — especially in mobile. Nike’s app experience evolves with the user. You don’t run anymore? It’ll show walking gear next. That keeps the relevance fresh.

It reduces returns and decision fatigue When suggestions are better matched to goals and behaviors, users don’t return items or bounce from the funnel. Less friction = more confidence.

Here’s the Hard Truth: Customers Don’t Ghost You Without Clues They give you hints. Abandoned carts. Product returns. Short sessions. Low engagement. The signs are there — but only if you’re asking the right questions and watching closely.

And that’s why mobile apps are game-changers.

Because they’re not just smaller websites. They’re personal, contextual, and one swipe away from your customer’s real behavior and intent.

Summing It Up — You wouldn’t date someone for six months and never ask how they feel. So why are you building an eCommerce experience without feedback, fit, or follow-up?

Ask better. Listen more. Build smarter.

In 2025, the brands that win aren’t louder — they’re more thoughtful.