Hoyts Embraces Mobile-First Strategy
Hoyts, one of Australia’s leading cinema chains, is putting mobile technology at the heart of its digital transformation strategy. As customer expectations evolve, Hoyts is focusing on creating a mobile-first experience that simplifies ticketing, enhances engagement, and elevates the overall cinema experience. This approach reflects a broader shift in the entertainment industry, where convenience, immediacy, and personalised interactions are key to retaining audiences.
A mobile-first strategy means designing services primarily for smartphones and tablets before considering desktop or traditional channels.
For Hoyts, this approach begins with its app, which has become a central hub for ticket purchases, promotions, loyalty rewards, and personalised recommendations. By prioritising mobile users, Hoyts ensures that the most frequently used customer touchpoint is intuitive, fast, and fully optimised.
One of the major benefits of the mobile-first journey is streamlined ticketing. Customers can browse movies, check showtimes, and secure seats directly from their smartphones. Features like digital tickets and QR code entry eliminate the need for paper tickets, speeding up entry lines and reducing friction. The app also integrates with Hoyts’ loyalty program, allowing users to earn points and access rewards seamlessly within the same interface.
Beyond ticketing, Hoyts is leveraging its mobile-first strategy to personalise the entertainment experience. Using data collected from app interactions, Hoyts can recommend films based on user preferences, notify customers about special screenings, and offer tailored promotions. Personalisation not only improves customer satisfaction but also drives engagement and repeat visits. In today’s competitive entertainment landscape, such targeted approaches can be a game-changer.
The mobile-first focus also supports operational efficiency and analytics. By routing ticketing, promotions, and customer interactions through digital channels, Hoyts gains a clearer understanding of customer behaviour and preferences. These insights inform programming, marketing campaigns, and even concession offerings, helping the company respond dynamically to trends and optimise overall operations.
This transformation is part of a broader digital strategy. Hoyts is integrating mobile-first thinking with enhanced online services, social media engagement, and digital marketing initiatives. For example, customers can pre-order food and beverages through the app, reducing wait times at concessions and improving the overall cinema experience. Social sharing features and push notifications keep audiences informed and connected, creating a more interactive and engaging relationship with the brand.
The focus on mobile also aligns with shifting consumer habits. Mobile devices are increasingly central to everyday life, serving as primary tools for communication, shopping, and entertainment. Hoyts’ mobile-first approach recognises this trend, ensuring that the company meets customers where they are and provides a seamless, convenient experience.
By embracing a mobile-first journey, Hoyts is not only improving customer satisfaction but also reinforcing its position as a forward-thinking leader in the entertainment sector. The approach exemplifies how traditional industries can leverage digital technology to modernise services, streamline operations, and deliver personalised, convenient experiences that meet evolving expectations.
