A bit of a bad UX, a primary source of brands' failure they hardly detect
Minor user experience (UX) disappointments can't be surveyed, it talks to the subconscious. We rarely take conscious decisions due to a bit of a bad user experience. We just unconsciously change our habits, slowly but surely. Brands can hardly measure a primary source of success/failure of their business. They can just spot BIG issues on the experience they provide, the one people explicitly complain about. Brands should be user experience obsessed. Examples: Before I got an iPhone. Fantastic user experience. Then I moved to the Samsung Galaxy for various reasons. Excellent user experience but less good than with the iPhone. What happened? I use it less. Without actually thinking of it, I take fewer pictures, install fewer apps, no longer read my RSS on it. It's just a couple of facts. I can link them to other events like the lack of time, a change in my life priorities but I'm sure UX is critical. Same for my MacBook. I moved from