Opinion: Poor user experience is the enemy of customer loyalty

It used to be the case that people bought a product, used it until it wore out, and then replaced it. If it had worked well, they went back to the same manufacturer. Today, the separation of product and service means that purchase decisions are much more frequent and that ongoing loyalty is based much more on the user experience.

App performance, therefore, has a huge impact on whether consumers continue to subscribe to connected services such as Facebook or Netflix. It is also common for an end-user to...

By Matthew Read, 04 October 2018, 0 comments. Categories: Design, Industry.