Almost three-quarters (74%) of businesses believe that the user experience is important for improving sales and conversions, according to data in our new User Experience Survey Report. Increased customer satisfaction (72%) and customer loyalty (44%) were also popular responses, however few business appear convinced of the cost-saving benefits of improving the user experience.
The results show that a majority of business recognise that user experience is fundamental to driving sales.
When asked to list the three most important business benefits of an improved user experience, increased sales/conversions was the most commonly cited answer.
Interestingly reducing costs was one of the least popular answers, with only 16% of client-side respondents and 17% of agency respondents citing reducing cost-per acquisition (CPA) as one of their three most important benefits. This seems to reflect a lack of awareness as to how an improved user experience can positively affect the bottom line by reducing costs as well as by increasing revenue.
Second article in two days that points to the cost savings (increase in productivity) benefits associated with today’s marketing mindset. Yesterday it was Big Data. Today: customer experience. Another post to keep in mind as you build ROI models for your organization.
- See the article at econsultancy.com
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See on econsultancy.com