Nov
2

The Long Wow: Keep Your Clients Coming Back

I subscribe to the Adaptive Path newsletter, and I suggest you do as well if you’re interested in user experience in the slightest. I’ve continously enjoyed the articles they write regarding users and how to keep them around.

The most recent article was The Long Wow by Brandon Schauer, an experience design director for Adaptive Path.

The Long Wow is a means to achieving long-term customer loyalty through systematically impressing your customers again and again. In other words, you have to keep up the awesome user experience all the time, not just the first time. Revising your product or service to continually introduce new features and examples of how this product can make your users lives amazing.

Brandon also explains that your common loyalty programs really don’t create customer loyalty at all. Just because you have a membership card usually isn’t the main reason you keep going back to a particular store.

For instance, I have a Basha’s discount card, a Frys discount card AND a Safeway discount card on my key chain. But I’m loyal to Safeway, but why? 50% of it I would have to say is because it’s the closest to where I live right now. 30% is the fact that I know my way around their store, I can find what I want and get in and out quickly. 10% is because I like the service there, everyone is friendly and they are helpful. 5% is because I feel that Safeway is cleaner than Frys (the next closest store) and I feel safer there. 5% is the fact that Kaleb, my boyfriend, worked for the Safeway company when he was younger. Notice the fact that I have a little card that gets me some discount doesn’t even play into that mix.

What is in the mix? Well, there’s location, ease of use, customer service, care of product, and personal connection to the brand.

So what are some new features Safeway could add to make my experience even better? Well what if they added a branch of my bank there so I could make deposits as well. Maybe they could open up another store even closer to me, since I still have to drive a distance to get to this one. Perhaps they could hire more checkers on Sunday evening since it’s always PACKED.

These types of constant user experience analysis really can make an impact on sales, marketing costs, and of course customer loyalty. Anyhow, check out the original article to read more about what Brandon and Adaptive Path have to say about this topic. 🙂

Leave a comment

What is this?

This little blog happens to be the personal ramblings of one April Holle - I'm female, outspoken, webbie, a community evangelist, and Principal of Made Better Studio. Check out the about section for more info.

What People Are Saying…