What can be a direct benefit of improving user experience as identified through the customer journey?

Improving user experience as identified through the customer journey can lead to higher levels of customer retention because when users find a product or service more intuitive, functional, and enjoyable to use, they are more likely to continue using it over time. A positive experience addresses user needs and pain points effectively, fostering satisfaction and loyalty. This satisfaction often translates into repeat purchases and long-term relationships with the brand, as customers feel valued and understood.

In contrast, while options related to product development time, customer service inquiries, and advertising budgets may be indirectly affected by user experience improvements, they do not directly imply a benefit as clear as customer retention does. For example, reducing customer service inquiries can be a positive outcome of a good user experience but is more of a byproduct rather than a direct benefit like customer retention. Similar reasoning applies to product development time and advertising budget – they are significant factors but do not represent a direct improvement in user retention resulting from bettering user experience. Thus, higher levels of customer retention emerge as the most direct and clear benefit of an enhanced user experience throughout the customer journey.