User Experience (UX) is not a lofty concept, but rather the overall impression customers have when they interact with a product or service. It is the factor that creates added value, retains users, makes them remember, return, and continue to choose the brand.

A product may excel in features, but if the experience is poor, customers will only use it when absolutely necessary, then easily forget—or worse, reject it. On the other hand, a good experience becomes the very reason customers remain loyal.

Examples of good experiences:

• Many people return to Japan for tourism because of the friendly, attentive service, despite the high costs.

• Consumers are willing to pay for Apple products even at premium prices, because they receive a smooth, seamless, and reliable user experience.

Example of a bad experience:

• A customer simply wants to try a gym, but the sales staff aggressively push a lifetime package. This creates a sense of being forced, leaves a negative impression, and erodes trust in the brand.\

Where Does a Good Experience Come From?

User experience does not merely lie in interface design or within a UX/CX department. It is the entire system as a whole—from employees, processes, and corporate culture, to every touchpoint with customers.

A good experience is often built on simple principles:

• Always work with a clear plan and process.

• Always put yourself in others’ shoes.

• Always listen and ask about others’ thoughts and feelings.

• Understand what others feel, even when unspoken.

• Always be attentive, kind, and considerate.

These are things everyone wishes to receive, and they can be applied to any product or service.

Where Do Bad Experiences Come From?

In contrast, bad experiences often arise from unprofessional habits and poor processes:

• Working without planning or structure.

• Ignoring customer feelings and perspectives.

• Failing to put oneself in others’ positions.

• Lacking kindness, attention, or genuine care.

This is why a company cannot simply hire a few UX/CX specialists and expect the overall user experience to improve. If the workforce itself—recruitment, training, operations, after-sales—is rooted in poor internal experiences, customers will inevitably feel the same.

UX Must Be Culture, Not Just a Job Title

User experience is not the responsibility of one department, nor is it just about making interfaces look attractive. UX must become the culture of the entire organization.

This means:

• Experience must be improved from within: starting with recruitment, through workplace environment, and extending to customer interaction.

• UX is not “someone sketching ideas on paper,” but the effort to enhance the experience of the entire system—so that products and services deliver holistic value to customers.

Conclusion

User experience is the key to differentiation and long-term value. For a company to improve UX, it must first enhance the experience of its employees. From there, the culture of service, kindness, and professionalism will naturally extend to customers.

A good experience is not something distant—it is simply care, kindness, and sincerity in every detail.