How UX Can Make Or Break Private Jet Charter

By Irakli Litanishvili , CEO

In today’s world, user experience (UX) is so important that a single misstep can be the difference between success and failure. While a good UX model shows that you understand your customer, a great model makes your customer feel understood. How your brand handles UX can be the thing that salvages a floundering idea or tanks a seemingly great one.

As with most markets, big data is the way forward for providing the UX that your customers are looking for. Data analytics insights are vital for offering the quality, personalization and convenience that will elevate your UX to new heights and give you a competitive advantage.

Here are a few critical UX takeaways that I’ve learned over the lifetime of my business.

1. Ask the right questions and listen to the answers.

We specialize in luxury aviation, but this is advice that all businesses can benefit from. A common misconception about the luxury segment is that cost is of no consequence. However, this is not often the case. Luxury customers may be willing to pay for convenience. Still, our data shows that most are not financially reckless or impulsive.

Not only does value matter, but how that value is presented matters, too. This goes back to the “understand your customers and make them feel understood” mantra above. Luxury customers want to feel like they’re getting what they paid for. However, our UX reflects that we know they have a different perspective on how a luxury flight experience should look. We achieved this model by asking our clients for feedback during every stage of the process.

Regardless of the sector, always seek input from your user base. If you show your customers that you’re committed to understanding their needs, they will be willing to give you honest feedback about what they want from your UX. It’s critical how these suggestions are processed and implemented. Don’t be scared of seeming “overboard” by asking again — your customers will appreciate the discourse and feel far more loyal. Remember, it’s easy to get attached to an idea you’re sure will be great without getting any real-world input. It happens to the best of us, but keeping your vision from failing means listening to constructive criticism and adapting to what your users need.

2. Convenience is the name of the game.

Standard practice for booking private flights is an hours-long back-and-forth (6-8 hours) between customers and brokers. Yes, it’s as tedious as it sounds, but it used to be the only way to meet traveLlers’ needs. With Mirai, we had to figure out how to translate this level of service into an effective digital app. Luxury customers don’t want to spend an eternity filling out questionnaires and checklists. They also don’t want to answer a list of questions every time they open the app. This brings me to my next point: Successful brands are the ones that make a personalized UX seamless.

To do this, most companies leverage the power of AI. For example, UK-based Thread provides hyper-personalized clothing recommendations that adapt to each user’s tastes based on style quizzes and previous likes and dislikes. Other brands use AI to customize their website landing pages. Newcomers might get a more “about us”-themed landing page. In contrast, repeat visitors might get recommended content based on prior visits.

Making it convenient for customers to get what they came for (or discover something even better) is a key to good UX.

3. UX directly translates to brand loyalty.

This is an extension of the importance of personalization, and it’s an area that we have spent a lot of time perfecting. Luxury customers are often time-poor and demanding, so an intuitive UX is the kind of thing that can make or break retention rates for us.

Maintaining brand loyalty is challenging. However, Luxe Digital notes that 85% of luxury brand sales come from repeat customers, and Investopedia confirms that 50% of general e-commerce business comes from repeat sales.

The best way to modify UX to maximize brand loyalty depends on your industry. However, research shows that more than three-fourths of consumers feel motivated to participate in loyalty programs when signup is easy and perks are clear, so this is an excellent place to start.

Remember that brand loyalty is directly tied to UX. How can you evoke feelings of aspiration and exclusivity in your users? How can you recognize each customer as a unique individual? Answering these questions during development will help you increase loyalty, which has a ripple effect on the long-term success of your company.

How can new UX make your tech solution successful?

In a post-pandemic world, customers are looking for more than a perceived high-quality experience. I’ve noticed they’re also looking for:

? Authenticity: Younger demographics want an “adventure” that has a relatable, personal tone from start to finish. Try putting yourself in the user’s shoes and see if your UX aligns with their goals. When in doubt, give users a voice and listen to what they say. Skipping this step (or, worse, faking it) is a death knell. Users can sense the hollowness of an inauthentic experience, and they aren’t likely to give you a second chance.

? Unique value: Thanks to social media, the overwhelming need for a provably unique experience has gained popularity. People, especially younger generations with spending power, see others documenting their journeys and experience the dreaded “FOMO.” Therefore, all successful brands must have a unique message and appeal to attract and retain clientele. In our case, we’ve seen that travellers are willing to pay more for an experience that provides unique value, whether through amenities or an attractive “vibe.”

This holds across other industries, too. Apple provides an immersive, engaging UX while showing how its products will improve a customer’s life. Starbucks leverages its mobile app to create a community while fueling a seamless, hyper-personal experience for every visit.

To remain successful, brands must start looking for innovative ways to stand out from the crowd while remaining authentic and top-quality.

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