How to Improve Customer Loyalty with User Experience
In the old days, people would buy something they needed, used it as long as they could, and then replaced it. If they had had a good experience using the product, they would buy it a second time. Today, the situation is a bit more complex since decisions on whether to buy something or not are becoming more frequent, as is the separation between service and product. This means that the user experience is becoming much more important than ever before. In this article, we will take a closer look at what exactly is the user experience and why it is important.
Defining User Experience
User experience (UX) is a person’s emotions and attitudes about using a particular product, system, or service. In the context of design – it is the process of providing users with meaningful experiences. This includes a lot of different factors such as design, usability, and function. For example, if your business has a mobile app, the experience that you provide your users will be critical when they are deciding whether or not to continue using your product or service. This is why companies are always looking for new and creative ways of improving user experience since this is something that will separate them from the crowded marketplace.
Some factors that influence the user experience include:
- Usefulness – While this one is fairly straightforward, the most important thing for your app is to have a purpose. We also have to remember that the user will determine what is useful. Therefore we have to keep this in mind when creating the UX design.
- Usability – We mentioned above that your app must have a purpose, but how easy is it for the customer to achieve it? A lot of first-generation products tend to have usability issues, therefore be sure to learn from your mistakes and fix them in the next release.
- Findability – This refers to the product itself being easy to find, and the specific content within the app should also be findable.
- Reliability – We live in an age where there are plenty of products available to consumers. If customers have been disappointed by your product, they will not hesitate to go somewhere else. Also, they will be very hesitant to give you a second chance.
All of these factors need to be carefully addressed during the app development process. If the users enjoy your product, you will start building a loyal following.
Customer Loyalty UX
When defining customer loyalty, we have to keep in mind that it is the result of consistently providing your user with a positive experience. This is when people stick with your brand even though there are plenty of others out there because you are able to cater to their needs, tastes, and emotions better than anyone else.
Having a great UX design in your app will help you increase customer loyalty because you will be able to provide them with:
- Better service – Customers access your app for a particular purpose, and you need to give your users what they came for easily and conveniently.
- Rewards – If your business has a rewards program, customers will always be interested in how many points, miles, dollars, or anything else they accumulated. This means that it must be quick and easy for them to access their account so they can get whatever information they need.
- Additional services and conveniences – The easier you make the lives of your customers, the more they will keep coming back. A good UX design will streamline processes that usually take up a lot of time, such as checkout, finding items, obtaining information, and many others.
- Meaningful relationships – Even though the goal of every business is to sell their products and services, what you really want to do is build meaningful relationships with your customers. If you have a solid UX design, you send a message to your users that you care about them, and you are willing to provide each user with a tailor-made experience.
The High Costs of a Bad UX
Companies understand that creating a great UX design will take time and money, and they decide that this is something they can save on. The fact of the matter is that bad user experience will cost you more than spending the extra money to create a great one. The worst part is that a lot of businesses do not realize how much money a poorly designed UX costs them until people start complaining about it. A lot of people will close your app instead of writing a bad review; this takes time. Therefore, by the time you realize that your users hate the UX, you will be way behind the eight ball.
We looked at how to improve user experience and increase customer loyalty. When you are creating your app, it is vital to plan out the user experience from the very beginning and conduct a lot of user testing to avoid problems down the road.