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The Importance of Providing Great User & Customer Experience A business needs to concern itself with the way outsiders will enjoy their experience with the brand. User and customer experience are some of the terms that you will come across many times. 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. A lot has been said about them, but of what importance are they to your business? 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. 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. 90 percent of online shoppers will initiate contact with customer support before making purchases. 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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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. 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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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. 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. 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. It is by hiring a customer experience consultant that you can avoid mistakes that companies make in their UX and CX implementation.

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