Jesse James Garrett, Director User Experience Strategy, Adaptive Path published an articles in the Design Management Review in Winter 2006 titled “Customer Loyalty and Elements of User Experience“.

He stresses the importance of emotional bonds for building sustainable relationships and explains the considerations that go into creating great user experiences as a set of five planes along a continuum from abstract to concrete.

The savviest marketing strategies and the most efficient customer service processes won’t deliver loyal customers if those customers don’t have a positive experience with your product.

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