General enquiry

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.
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