Doing Businesses The Right Way

The Importance of Providing Great User & Customer Experience You should be very concerned about the way outsiders enjoy their experiences with your firm. User and customer experience are some of the terms that you will come across many times. User experience or UX is part of the larger customer experience CX, and both are … Continue reading “Doing Businesses The Right Way”

The Importance of Providing Great User & Customer Experience You should be very concerned about the way outsiders enjoy their experiences with your firm. User and customer experience are some of the terms that you will come across many times. User experience or UX is part of the larger customer experience CX, and both are similar concepts in many ways. A lot has been said about them, but of what importance are they to your business? Most probably, your business has a website that customers will use to interact with your business. During their visits to such websites, users expect to have seamless experiences that are free of navigational and other difficulties. Users have very little patient, especially with websites that load slowly or present other navigational challenges and will simply close such pages and visit rival sites. User experience comes into play here to ensure they get seamless navigation. Note that the longer a user is on a webpage, the more likely that he or she will make a purchase. 90 percent of online shoppers will initiate contact with customer support before making purchases. If the customer service received from an organization is not satisfactory, an equal percentage of shoppers abandon their purchase transactions. Your UX and CX have to be excellent so that you can steer clear of such outcomes.
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Attracting a new customer will cost you as much as 7 times more than it will to retain him. Proper UX and CX will, therefore, let you get brand loyalty and repeat customers. User and customer experience are, as a result, cost-savings to your firm since the expenditure that is likely to result in finding new customers will reduce considerably. If your user and customer experience are great, you will focus most of your efforts on retaining the existing customers, and that will be very economical.
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The impact of a lost customer is not final since an unpleasant experience is twice more likely to be shared out than a positive one. That will explain the negative reviews and comments that relate to your business whenever there are complaints of some sort. Satisfied customers hardly post their pleasant experiences, meaning you have to be watchful of your UX and CX. Keep in mind too that dissatisfied users and customers will even use word of mouth to discredit your firm, and this is one of the quickest ways of ruining your business. Your firm will benefit greatly from a user experience and customer experience strategy as indicated in the text above. Hiring a user experience consulting firm is essential if you are to take the best step in such a case. Besides, you will avoid common mistakes in UX and CX if you work with a customer experience consultant.

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