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The Importance of User and Customer Experience Any serious business should take into consideration the way outsiders enjoy their experiences with their services. In doing so, you will come across the term user and customer experience from time to time. Many people are unaware of the fact that user experience or UX is a component of customer experience CX and the two concepts are similar. With that in mind, why is it important to concern yourself with the two in your business activities. A large percentage of the businesses in place today have websites that provide users with ways of interacting with users and customers. 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. Statistics related to online shopping have it all since close to 90 percent of potential customers have to get some sort of support before completing a purchase transaction. If the customer service received from an organization is not satisfactory, an equal percentage of shoppers abandon their purchase transactions. 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. Proper UX and CX will, therefore, let you get brand loyalty and repeat customers. 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. 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. With the above information, it is clear that a user experience strategy and customer experience strategy is needed in your organization. A user experience consulting firm should be hired for such a purpose. It is by hiring a customer experience consultant that you can avoid mistakes that companies make in their UX and CX implementation.