The Importance of User and Customer Experience
Any serious business should take into consideration the way outsiders enjoy their experiences with their services. 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. With that in mind, why is it important to concern yourself with the two in your business activities.
Most probably, your business has a website that customers will use to interact with your business. You have to ensure that users face no difficulties with its navigation and other aspects that are relevant to the way they use it. 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. With excellent user and customer experience, you will keep web visitors for long. Remember that clients who make purchases via your business website are those who spend a certain amount of time visiting it.
90 percent of online shoppers will initiate contact with customer support before making purchases. Also, a similar percentage of shoppers abandon their purchase processes if they feel that the customer service offered is not satisfactory. It, therefore, means that you have to offer excellent customer care to prevent such consequences.
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It is at least 7 times costly to attract a single customer than to retain him in your business. In short, positive UX and CX encourage repeat customers and brand loyalty. Your marketing expenditure can reduce considerably in such a case. 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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A dissatisfied customer will not just stop even after failing to buy from you now and in the future since he is twice more likely to share such negative experiences than the positive ones to other people who are also potential clients. In such a case, you will note a spike in the number of negative comments and reviews whenever your firm is dealing with numerous complaints from customers. Satisfied customers hardly post their pleasant experiences, meaning you have to be watchful of your UX and CX. That is in addition to word of mouth by an aggravated client, which will slowly kill your reputation.
With the above information, it is clear that a user experience strategy and customer experience strategy is needed in your organization. That is why successful companies are turning to user experience consulting firms to gain the requisite knowledge of satisfying customers. Besides, you will avoid common mistakes in UX and CX if you work with a customer experience consultant.