UX Design: The Key to Improving Customer Loyalty
One of the most effective ways to boost your CTLV is to improve your website’s user experience (UX). UX refers to the overall experience that a person has whilst using your website. In other words, how easy and enjoyable your site is to navigate and interact with.
The causal connection between improving your UX and CLTV can be explained via a simple analogy…
If you go to a restaurant for the first time and spend £200, you’ll be returning based on customer experience. That means good food, friendly staff, easy parking, or whatever else is high up in your criteria will determine your CLTV. Meanwhile, if the restaurant clearly doesn’t care about the food quality or hiring friendly staff, they may still get your initial £200 but – crucially – they would lose out on you (and many others) becoming a repeat customer.
Good customer service in the real world is equivalent to an online business providing good UX, primarily because both are the deciding factor in producing happy customers. When it comes to an eCommerce site’s UX, people will return based on fast load time, engaging product pages, and a smooth checkout process. These factors will all contribute – both consciously and subconsciously – to their decision to return in the future!