Experiences happen, whether you plan for them or not. When not intentionally designed for, there’s a much higher likelihood of the experience being poor. By understanding your customer, you are more likely to create an experience that the customer will enjoy and the likelihood that they will return.
A good experience will:
Create a chance of the customer finding, engaging with or buying something from the company. If they enjoyed their experience they are more likely to return. And a returning customer becomes a loyal customer and a loyal customer is the best kind to have.