Staying in tune with what users want means more loyal customers—and more revenue for companies. Seminal research by Fred Reichheld, creator of the all-important NPS score, found that a 5% increase in customer retention can lead to a 25% to 95% increase in profits. Keeping the customers you have is all the more important when you consider the cost of acquiring new ones: Sixty-one percent of retailers in one 2022 study cited rising customer acquisition costs as one of their greatest obstacles in meeting e-commerce goals. One of the best ways to keep the customers you already have? Make sure your product does what your users want it to.
Democratizing User Research to Innovate and Refine Digital Products
