How does user experience (UX) influence customer retention?

Role of User Experience in Customer Engagement 

Customer engagement is an emotional connection that is formed by your user to your brand, product, or service. User experience design includes touch points where it creates connections.

• UI Design – This is the layout of your website that includes buttons, menus, icons, and more. It is visually appealing and intuitive
• UX Design – this designs features to ensure an enjoyable, smooth, and meaningful interaction. It helps to boost conversions

First Impressions Matter

First impressions have always been important. Traditionally your first impression was when you first made contact with a business in person or over the phone. Today, your first impression of a business is their website. Users form an opinion within seconds of landing on your website. They take the visual appearance and usability into consideration, building their first impression of your brand.

• Consistency – consistency in the design elements of your website is essential to grab your audiences attention. Colours, placement of buttons, and typography all play a role in providing easy navigation. Users will engage with a site when they know what is going to happen and can find what they are looking for with ease
• Visual – Attractive UI designs capture your visitors attention. A clean layout, clear colour scheme, and easy to read fonts will welcome the visitor. If your site is confusing, the visitor will simple abandon your website, increasing your bounce rates
• Responsive – As of 2023, more than fifty percent of online experiences took place on a mobile device. This means your site needs to adapt seamlessly to different screen sizes and orientations. A responsive web design will ensure your site is visually appealing, easy to navigate, and fast loading whether your visitor is using a smart phone or a laptop

User Experience and Customer Retention

While an attractive user interface is important to customer retention, you need to focus on user experience (UX), if you want to turn your website visitor into a repeat customer. This lies in creating your visitors journey through your website. This can be done by:

Simple Navigation

Visitors should be able to make their way through your website with very little thought. They should be able to perform an action with ease, this means intuitive navigation:

• Clear Hierarchy – give visitors structure by using clear categories and subcategories
• Less Steps – reduce how many steps the visitor must take on your website to achieve the desired action, whether it's signing up for your newsletter or making a purchase
• Simple Search – reduce how long it takes a user to find what they are looking for with an easy to see and efficient search box, helping them find the product, service, or information they need quickly and effectively

Personalised

Data analytics provides detailed information on each single visitor on their preferences and what they don't like. You can use personalisation to engage with your customer, encouraging them to take action and retaining them in the long run. You can implement personalisation by:

• Content – how the content appears can be based on the visitors past behaviours, such as showing them a product they have purchased in the past
• Location – geolocation can be used to provide information on a particular area
• Preferences – allow visitors to personalise their experience. Visitors are more likely to return if they feel the site is tailored to their specific needs.

Conclusion

User experience influences customer retention in a number of ways. In fact, user experience design helps to improve customer engagement and retention in the long run. In today's modern and digital world, you will benefit by investing in high quality digital marketing services, ensuring your user experience influences customer retention in the long run. Contact Genie Crawl today and let us show you how.