Improving customer loyalty through user experience

Creating a lasting bond between a brand and its customers is important for business but, regrettably, it’s the most daunting task that any brand faces in the modern business setup. The modern customer is more enlightened in terms of the quality of products as well as the before & after sale services to expect from a brand. Companies are resulting to mobile apps and websites to improve their users’ experience online as well as high-quality products to appeal to offline shoppers. In this article, we will delve deeper into this topic and give you the five main ways of improving customer loyalty through user experience.

  1. Functioning Website

We are living in an era where customers judge brands by how technologically advanced they are. The modern client is more comfortable with brands which have invested in functional websites, through which he/she can browse through products’ list, ask questions, get real-time & satisfactory answers, and most importantly, make purchases from the comfort of his/her living rooms. Today, a brand can make its customers more loyal by improving its website’s loading page and minimizing its requirements for new subscribers or shoppers. If, for example, a new customer is able to subscribe to a service with just a single click from the brand’s website, there is a high chance that he/she will become loyal sooner than later. If, upon subscribing to a brand, he/she is able to order for products/services fast and securely, he/she is likely to convince people around him/her to subscribe as well. This form of networking and brand building has never been experienced before.

  1. Mobile Apps As Customer-Relation Tools

The evolution of mobile phones from mere communication devices to the most-used browsing devices has made it mandatory for businesses to come up with mobile-friendly shopping and advertising platforms. Users are looking for brands that have customizable business apps which they can install on their phones and use them to browse through the brand’s store. Successful social media apps, on the other hand, have grown to become the ultimate marketing platform for any business targeting the modern client. All these apps are helping brands to effectively capture the attention of smartphone users, improve their user experience, and in turn convert them to loyal customers. Besides that, these apps make it easy for the users to send complaints and suggestions to customer support teams, consequently creating a unique rapport between a brand and its potential users.

  1. Using Mobile Apps to Improve Customers’ Pre-Shopping Experience

App development companies have gone a step further from building apps that help brands to interact with its clients to building apps that enable users to remotely interact with products. With virtual augmentation apps, for example, fashion enthusiasts can try out new products- and make their orders if impressed- at the comfort of their homes/offices. All a user does is select his/her body type from a variety of pre-installed body types, select the clothes he/she wants to try, and then the app generates a virtual representation of the user wearing those clothes. The user can also rotate the virtual image to see how the clothes fit from different angles, just like an in-person shopper would do in front of a physical mirror. This has made fashion shopping effortless and fun. Hair and makeup apps, on the other hand, enable users to virtually try on different cosmetics brands and make more informed online shopping decisions before setting foot in a physical store. With a user-experience of this magnitude, brands are finding it easy to win over new customers and retain the already-existing ones.

  1. Helping Customers to Shop

Mobile apps are an extension of Artificial Intelligence in the sense that they have the ability to extract and study their users’ shopping data, and then give fact-rich insights on the user’s shopping trends. These insights go a long way in improving the user’s shopping experience. They can, for example, use an individual’s online browsing history as well as his previous shopping trends to recommend the perfect fashion products for him. That’s not all: there are mobile apps that are tailored specifically to notify an individual when prices hike/drop and to compare prices/features for different products in the same category. Thanks to the real-time updates that these apps give to users, a customer doesn’t have to visit a physical store to know if there are new products for him to try out.

There is more to this trend… some fashion apps give users the option of uploading photos of their preferred fashion products and then using that photo as reference, the apps search and displays all the available products within that fashion line. In a nutshell, these apps are taking up the ‘personal shoppers’ role from human personnel, improving user experience in the process, and creating an unbreakable bond between a given customer and a given brand.

  1. Product Improvement

To retain its customers, a brand must keep re-inventing every now and again… adding new features, adding coupons & customer rewards, customizing products, and packaging itself as the to-go-to brand for the best customer experience. Good customer retention practices demand that a user-friendly mobile app or website must be complemented with user-friendly products.

From the five points herein, it’s crystal clear that excellent user experience is a prerequisite for customer loyalty. As app development companies continue to build new apps targeting product users from across industries, it’s imperative for every business owner or manager to invest heavily in user satisfaction.

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Rilind Elezaj is an experienced  Digital Marketing Specialist with a demonstrated history of working in the marketing and advertising industry. Rilind possesses a strong entrepreneurial mindset and has devoted his career to enhancing the sphere of digital marketing. In his methodological approach, Rilind integrates web development and other digital marketing solutions to create hybrid strategies that bring the best results.