How exactly is website usability, customer retention and brand perception linked?
<< Back to All Articles On the web, customer retention can be defined as whether or not a customer decides to return to a website. In terms of metrics, this can be quantified as the number of customers who a) intend to return and b) intend to purchase again from the website. Understanding "intention of return and return purchase" hedges on one action: the decision the user makes based on their experience with the site, during and immediately after the session. Let's start by decomposing the user experience and notice what happens at each stage leading to that decision.
