A study of Customer loyalty Build up Method Based on Customer Centred Design

¹ Zhejiang Gongshang University Hangzhou College of Commerce, Hangzhou, China
² Hangzhou Wanxiang Polytechnic, Hangzhou, China

Corresponding author: 2030027@zjhzcc.edu.cn

Abstract

Building customer loyalty is critical to the success of a business, a body of the abstnd user-centred design has been proven to be an effective method for achieving this. This paper examines the development of user-centred design and its relationship with customer loyalty, and proposes a customer loyalty build-up method based on user-centred design. The method takes into account factors that influence customer loyalty and uses the emotional design model to analyse them. The paper outlines the process of the customer loyalty build-up method, including the stages and nodes. Qualitative research, through interviews with 9 professional experts such as company owners and design directors, was conducted to identify the stages and nodes of the method. A model is proposed to provide a clear framework for implementing the method. A case study is presented to demonstrate the application of the method in the context of the visceral, behavioral, and reflective stages of customer experience. Evaluation and iteration, also informed by qualitative research, are discussed as critical components of the method. The paper concludes that customer loyalty can be effectively built through a user-centred design approach that considers the emotional needs of customers and focuses on providing exceptional experiences.