Smart Ideas: Services Revisited

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. Both user experience UX and customer experience CX are similar concepts but the former is a component of the latter. So, how vital are the two for any modern business concern? Most probably, your business has a website that customers will use to interact with your business. Users should not experience difficulties when navigating company websites whenever they visit them to find information or make purchases. 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. Users who spend long periods on websites usually turn out to be buyers. 90 percent of online shoppers will initiate contact with customer support before making purchases. An equal percentage has canceled purchase transactions after receiving terrible customer service from an organization. It, therefore, means that you have to offer excellent customer care to prevent such consequences.
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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. Expenses relating to marketing your firm to new clients will go down considerably. So, you can get excellent returns if you focus on existing clients instead of spending excessively on finding new ones.
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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. 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. Your firm will benefit greatly from a user experience and customer experience strategy as indicated in the text above. 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.