Does User Experience Increase Customer Loyalty?
- Each year the average company loses 10-15% of it’s customer base (Bain & Company)
- 84% of customers who leave do so because of poor service (Forum Corp)
- A typical business only hears from 4% of its dissatisfied customers – the other 96% leave, 91% for good. (Jim Barnes, Secrets of CRM)
Designing for the user experience has a lot more to it than making a product usable. Usability allows people to easily accomplish their goals. UX design covers more than that, it’s about giving people a delightful and meaningful experience.
In particular the millenials or Generation X are more likely to make purchasing decisions based upon good user experience. The price and basic service are entry points, but stickiness to the brand, and LOYALTY, you will only get if your product is an excellent user experience.