The Importance of User and Customer Experience
A business needs to concern itself with the way outsiders will enjoy their experience with the brand. During the process, terms like user and customer experience will become very common. 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?
The percentage of businesses that interact with their clients through websites is quite large. You have to ensure that users face no difficulties with its navigation and other aspects that are relevant to the way they use it. If they experience difficulties navigating it, there is a probability of losing them to rival firms. It is with proper UX and CX that you can keep web visitors for the duration they need. Users who spend long periods on websites usually turn out to be buyers.
Before completing shopping transactions online, 90 percent of potential customers have to contact support for one reason or the other. An equal percentage has canceled purchase transactions after receiving terrible customer service from an organization. Your UX and CX have to be excellent so that you can steer clear of such outcomes.
Looking On The Bright Side of Companies
The cost of attracting a new customer is at least 7 times more than that of retaining one. Proper UX and CX will, therefore, let you get brand loyalty and repeat customers. Your marketing expenditure can reduce considerably in such a case. With little spending on retaining existing clients, you will have avoided numerous expenses that you may incur on drawing in new customers.
Doing Businesses The Right Way
Once you lose a customer, the impact doesn’t end there since such a party is twice more likely to share out his negative experiences than positive ones to others. That will explain the negative reviews and comments that relate to your business whenever there are complaints of some sort. Note that positive reviews and comments are rare, no matter how much you satisfy your users and clients, making it essential to maintain high standards of customer and user experience. 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. Hiring a user experience consulting firm is essential if you are to take the best step in such a case. It is by hiring a customer experience consultant that you can avoid mistakes that companies make in their UX and CX implementation.