Retention Edge E02: How Thoughtful UX Design Builds Brand Loyalty at Tapestry Brands w/ Sabrina Wong

In the newest episode of the Retention Edge podcast, we talked with Sabrina Wong - Head of UX Design at Tapestry.

Dive into the episode in full below (or head to YouTube or Spotify and save it for when you’ve got half an hour free):

Here’s a summary of what we discussed:

The Art and Science of UX Design

• How UX acts as a critical bridge between brand promises and customer experiences.

• Why seamless micro-interactions (e.g., checkout and returns) significantly boost retention.

• Common UX pitfalls brands often unintentionally make, such as overcomplicating processes and hiding essential navigation elements.

Using UX to Boost Customer Retention

• How Tapestry streamlined returns, leading to fewer customer service calls and improved retention.

• The negative impact of poor UX during returns, as illustrated by Sabrina's personal shopping experience.

• The critical role of clear progress indicators and transparency around costs to prevent cart abandonment.

Integrating AI to Enhance Customer Experience

• How Tapestry leverages AI tools to instantly address in-store customer feedback, improving real-time customer satisfaction.

• Examples of using AI to create personalized experiences, bridging digital and physical retail environments.

• The balance between AI-driven data insights and human intuition in UX decision-making.

Future of UX and Accessibility

• Emerging trends in UX, emphasizing the importance of inclusive design and accessibility.

• Potential for AI to significantly enhance web accessibility for users with disabilities.

• Sabrina's vision for an integrated digital and in-store customer experience powered by smart, context-aware technology.

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