Customer obsession is one of the safest ways to ensure your business has a healthy, loyal, and sizeable customer base. Many prominent digital businesses aim to provide a satisfactory and enjoyable user experience to stand out amongst their competitors, transforming customer obsession into a sustainable competitive advantage.
In this blog post, we take a look at how prominent online brands manage their customer’s user experience to generate and maintain a strong customer base.
Amazon
Amazon is a leading digital business when it comes to creating a positive user experience. A recent survey shows that Amazon’s user experience ranks highest among Baby Boomers and Gen X while being second to Facebook and Youtube by Millennials and Gen Z respectively. As Amazon targets all ages, it must adjust its user experience to satisfy all generations. Amazon accomplishes this by performing small incremental updates to its original web design and functionality. This ensured that its new design does not hinder its lifelong customers while appealing to the younger generation.
Most notably, Amazon’s inclusion of the ‘One-Click Buy’ option streamlined the buying process for members. This frictionless experience provides customers with convenience and ease of use. As mentioned in our Digital Trends blog post, convenience matters.
“Simplifying experiences, both customer experiences and processes was as highly regarded as inventing. Making things simple is both really hard and really important.”
John Rossman
Former Director of Enterprise Services
Amazon
Netflix
Netflix is one of the pioneering companies to integrate the internet with its entire business model. Netflix initially started as a mail-order DVD company that transitioned its operations and business online. Now, Netflix serves 182.8 million paying subscribers on their streaming service. Netflix’s disruptive model in the entertainment industry paved the way for streaming services and subscription-based business models.
The ease of use and on-demand video were Netflix’s major selling points that helped grow its customer base. Netflix continues to preserve its millions of subscribers by using Artificial Intelligence (AI) to create personalised recommendations, thereby enhancing the user experience of its subscribers. According to Netflix’s VP of Product Innovation, Todd Yellin, approximately 80% of subscribers trust and follow the recommendations of the algorithm.
Serving your customer’s needs by providing a satisfactory user experience is the best way to cultivate a strong and loyal customer base from which your business can generate regular revenue. If you want to improve the user experience of your online store, A&H Digital Solutions is here to help you. Book a no obligation consultation with us today!
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