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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. 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. 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. With excellent user and customer experience, you will keep web visitors for long. 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. Also, a similar percentage of shoppers abandon their purchase processes if they feel that the customer service offered is not satisfactory. Your UX and CX have to be excellent so that you can steer clear of such outcomes.
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Attracting a new customer will cost you as much as 7 times more than it will to retain him. You will, as a result, get repeat customers and benefit from desirable brand loyalty with good UX and CX. 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.
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The impact of a lost customer is not final since an unpleasant experience is twice more likely to be shared out than a positive one. It is an excellent explanation as to why a high number of customer complaints is accompanied by an equally large number of negative comments and reviews. 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. 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. 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. With a customer experience consultant, it is easy to avoid potential pitfalls in CX and UX.