What if you had more customers? And what if they were all happier customers? On top of that, what if your costs were reduced?
People have an experience when using a website, a mobile app or any device.
Whatever they feel, positive or negative, determines what they will do next. Will they buy? Will they become members? Will they follow? Will they share? So in other words;
Will they press THE BUTTON?
It is possible to understand and even design and manage this experience.