Best UX Strategies for User Retention that Actually Works

No matter what the product is, the ultimate entity that decides how well the product is received is, “User Experience”. The designer takes up the ultimate responsibility of planning the depiction of the product. And, the success of the product is achieved when the user comes back to it again and again. Moving forward, let’s know more about the UX Strategies for User Retention.

Firstly, What is User Retention?

The process of retention starts right from customer onboarding throughout reaching the end goal which has to be designed to give a smooth experience. Even a minor inconvenience makes the user switch to your competitor. So the real question is, “What will keep them coming back for ?”

Why Retention is Crucial?

When the product is providing real value to the user, retention happens concurrently. Therefore, this implies that the value given to the user is directly proportional to customer retention. This metric is considered salient because it causes a greater Return on Investment (ROI). The efficiency of investment is more when a customer is retained than when a customer is acquired.

Since this little word has so much going on, why not exploit the advantages revolving around it?

7 Key Ideas to Improve User Retention

1. Acquire Customer Feedback

There are several ways to obtain feedback from users. The most convenient one of it all is to conduct a survey. Gather the results and analyze the trends in it. Through this analysis, the areas for improvements and customer’s criticisms can be given attention.

2. Prioritize Customer Satisfaction

The eminent way of knowing the level of your customer’s satisfaction is by conducting surveys. Implementing a survey into action helps you understand the customer’s impression of your product. However, there are different methods to proceed with this approach. Two predominant practices are:

Customer Satisfaction Score (CSAT)

Be consistent in maintaining the scale of the score. And, if any customer expresses unsatisfactory feedback, look into it for immediate retrieval. Always be observant of the CSAT and maintain it to be at least 75%-85% to ensure customer satisfaction.

Net Promoter Score (NPS)

The index depicts the overall customer satisfaction and loyalty to the brand. This is measured on a scale of 0 to 11 where the customers who give the score below 6 are called “Detractors” and those above 9 are called “Promoters”. The customers in between are referred to as “Passives”.

The detractors are highly unlikely to make another purchase with your brand whereas the promotors beam with loyalty to you. Thus, provide services to your users to the level that they turn out to be promoters.

The Net Promoter Score is calculated by subtracting the detractor percentage from that of Promoters. The resulting answer is expressed as an integer and it can range between -100 to 100. It’s crucial to maintain a good score as it is proven that the NPS correlates with business growth.

Maintain a healthy routine of having customer engagements to know their opinion. Know the feedback at several points of providing services or making a purchase and fix the point which is unsatisfactory.

3. The Ingenious-Newsletters

Newsletters are the evergreen strategy to provide value to the customers while subtly reminding your brand to customers. A Newsletter is cost-cutting, efficient, simple, and a convenient way of engagement with existing users. Make use of this ingenious tactic to never lose touch with your loyal customer.

4. First Impressions Last

The firm anchorage to the user’s initial excitement through sophisticated design would be a smart move. To achieve this, Brainstorm on what excites the customers. The right way to do that would be to be in the customer’s shoes.

5. Spotlight on Social Proof

Draw attention to the success stories of your customers and this attracts your existing customers to hold on to your product/brand. The sense of reliability these testimonials provide to your brand has no bounds.

6. Keep an eye on Red Flags

While you plan on strategies to retain your customers, don’t ignore the red flags. Always keep an eye open to know what makes the customers terminate their engagement with you. Identify the areas in which the users tend to struggle and fix it.
Focus on these areas and improve the user experience to prevent losing the customers and increase retention.

7. Maintain a Consistent Brand-Experience

The UX in every point of their interaction with your brand says about the overall experience to your customers. Therefore, be conscious in every step of the design and have an eye for even minor detailings.

Since there are too many competitors out there in the market, it is crucial to know your retention rate. By focusing on the retention strategies, the course of your revenue and brand value improves greatly.

How to Measure Retention?

The retention is precisely measured in four steps. They are,

Choose an indicator

Choose a Time Period

Recognize the initial action

Like the indicator and time period, determining the initial action is also crucial for measuring user retention.

Recognize the follow-on action

Or more simply, one can use the following formula to calculate the overall retention:

Retention = Number of user retained on Day X / Number of users who started using your product on Day 1

How to Exploit the measured Retention rates?

Relationship between UX and Retention

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