"I'm sticking with you..." Can User Experience drive Customer Loyalty?

by Gemma Maidment on 5 July 2011

Last week at Marketing Week Live! myself and Pete, our Head of User Experience, took the two subject areas of User Experience and Customer Loyalty and explored how they are linked. We presented “I’m sticking with you…” user experience at the heart of your customer loyalty, and discussed how implementing some key areas of user experience would be highly beneficial to loyalty strategies and attaining the elusive ‘brand advocates’.

The key aspects that were discussed were; the importance of cross-channel experience, from digital through to in-store (a good website alone is not enough), the importance of customer experience throughout the entire customer lifecycle (not just the retention segment at the end), and the point that to get the user experience right you need to know the customer inside out and design around user research.

We hope you enjoyed our presentation but if you missed it then below is the presentation pack, which gives an overview of the discussion with some real life examples of good user experience, and some interesting examples of what happens when it goes wrong… unfortunately the great commentary wasn’t recorded – sorry!


The presentation is also available as a pdf if you prefer (6Mb)

Do you already implement cross-channel user experience with the aim to improve customer loyalty? As a customer, what areas do you think brands could do it better to gain your loyalty? Leave your comments below!

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