Why the User Experience really matters to your business!

The second a customer clicks onto your business’ webpage, they are on a user experience journey. To be really effective, you have to regularly ask yourself: is this the best possible for my customer?

What is a user experience journey?

‘It can be defined as all interactions that customers have with a company’s brands. Products or services across all touchpoints and channels.’

It is also known as:

• UX
• Customer/Buyer journey
• Content experience

According to Salesforce research, there is a definite relationship between mapping the customer journey and being a high-performing marketer. In fact, in their survey, they record that 88% of high-performing teams. View a customer service journey as being important to the success of their marketing.

Did you know:

• 87% of UK customers have bought at least one product online in the last 12 months.
• By 2040 it is thought that 95% of purchases will be facilitated by e-commerce.
• 70% of the buyer’s [online] journey is complete before a buyer even reaches out to sales.
• Half of shoppers spend at least 75% of their total shopping time conducting online research.

And the key reasons consumers will switch devices or give up on content altogether?

• Images won’t load
• It takes too long to load
• Content is too long
• The content is unattractive in its layout or imagery

How to deliver excellent user experience journeys?

• Research your market rigorously to develop a thorough understanding of your customer.
• Be specific: your customers’ user experience should be reflective of their thoughts and goals in accessing your website.