Bernard Lee works as a general affairs staff in a startup company, responsible for managing office supplies. He used to rely on an ecommerce mobile app to search for and purchase items online, ranging from office furniture to stationery. However, he eventually stopped using the app due to a less-than-pleasant experience. The app requires him to input his password or provide ID verification for every purchase over 10 million rupiah, which he found bothersome. Upon discussing the issue with his team, they recommended an alternative ecommerce platform. Bernard switched to the new app and found it to be convenient and user-friendly. The app offered instant authentication through facial recognition, making the purchasing process seamless and efficient. Bernard appreciated the app’s simplicity, as it only required him to scan his face or fingerprint for authentication when making a purchase. Overall, he was satisfied with the new app’s smooth and hassle-free buying experience.
Exploring the Impact of a Seamless User Experience and the Consequences of Neglecting It
For your information, the story above is based on a real-life experience shared by one of our clients. The real use cases of an eCommerce app that lacks seamlessness and instant processing in customer experience (CX). In today’s digital age, where technology drives the delivery of everything digitally, security remains paramount. Nevertheless, customer experience holds significant value. According to PWC’s research on Customer Experience, approximately 59% of people in the survey indicated they would discontinue using a service after multiple bad experiences, while 17% would do so after just one bad experience. Additionally, 32% of customers would cease doing business with a beloved brand following a single bad experience. This underscores the criticality of prioritizing customer experience, as companies that fail to do so risk losing their competitive edge in the market.
Moreover, a global report entitled, “Trends that’ll Dominate 2023” made by GWI – an audience insight tools, digital analytics & consumer, stated that, “Businesses need to build their online shopping experience around expectations that social media searches are creating, setting the scenes for a dynamic, quick, and inspirational adventure” The report also states that nowadays, people are ultimately getting used to the speedy buying journey experience, as around 34% prefer easy or quick online checkout processes. That is why prioritizing customer experience is essential.
Benefit of a good customer experience
According to Stratford, a good user experience can bring many benefits, some are:
- More customer acquisition. The power of word-of-mouth marketing has been amplified in the digital age, with social media and digital mediums playing a significant role in customer acquisition. A good customer experience will bring many new customers as many new people will want to try your product.
- Increased customer conversion. Creating a customer experience that fosters ongoing feedback and product offerings can lead to higher conversion rates and customer satisfaction. Prioritizing relationships over revenue is key, as existing satisfied customers are more likely to make repeat purchases. Similarly, treating prospects as long-term relationship opportunities rather than just sales targets will allow companies to provide continuous value through campaigns and interactions, ultimately converting prospects into loyal customers.
- Reduced cost of service and marketing. A customer experience (CX)-centric approach allows companies to reduce guesswork and potential savings in marketing costs by gaining a deeper understanding of their customers.
- Improved crisis management. Trust is a crucial component of a great customer experience. When customers trust a business, they feel comfortable communicating their complaints directly, allowing the company to address and manage its brand reputation effectively. A good customer experience helps companies to maintain trust, as a negative reputation can lead to lost business, hinder investment opportunities, and make talent acquisition challenging.
- Increased customer loyalty and retention. A great customer experience establishes loyalty and enhances customer retention. As the market is continuously looking for exceptional products and services, but at an optimal price, a good customer experience will likely make customers willing to pay more for the same product with better quality.
But what are the consequences of neglecting customer experience? Below are the impact of bad User/Customer Experience toward your sales, user satisfaction, trust, and employee productivity based on Skyward’s study:
- Disappointment and frustration among customers. Every customer uses your mobile app or website with a clear goal in mind. When they can’t get what they want or achieve that goal, it will frustrate them and make them disappointed. The incident can also cause them to leave without taking any further action.
- Damaged brand trust. A bad customer experience can damage brand trust through negative perceptions, word-of-mouth, reputation harm, lack of confidence, and failure to meet expectations. Building and maintaining trust is vital for brand success, and a negative customer experience can have lasting effects on customer loyalty and brand perception.
Increase customer experience and satisfaction with ASLI RI
Investing in a seamless and convenient customer experience can enhance customer retention, increase market share, and strengthen brand trust. As a solution, ASLI RI’s biometric authentication system offers an innovative approach to improve user experience. By leveraging biometric data such as facial recognition or fingerprints, the authentication process in login and payment transactions becomes faster, more secure, and hassle-free. Implementing biometric authentication is a step towards meeting customer expectations and providing a seamless user experience that can positively impact a business’s growth and success.
Initially, biometric authentication works by matching a user’s biometric part accurately. This process happens in seconds, making it quick and convenient for users. ASLI RI’s biometric verification utilizes advanced artificial intelligence and cutting-edge technology, providing a reliable solution for companies to ensure security and convenience for both their customers and organization. This significantly enhances the user experience by offering a seamless and instant process.
ASLI RI’s Biometric Authentication: Your Key to Seamless and Secure User Experience
In conclusion, prioritizing a good user experience is essential for businesses to thrive in today’s digital landscape. By focusing on convenience, efficiency, and personalization, companies can enhance customer satisfaction, loyalty, and ultimately, their bottom line. Don’t miss out on the opportunity to transform your business with a seamless user experience. To learn more about how ASLI RI’s biometric authentication system can streamline your login and payment processes, and to discuss your specific business needs, visit www.asliri.id. Take the first step towards unlocking a world of improved customer engagement and success today!
Biometric authentication convenience Security user experience
Last modified: June 20, 2023
