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Upsell
Upselling is encouraging a customer to buy a more expensive version of a product or add features to increase value. Example: offering a larger storage plan instead of the basic one. Upsell strategies help businesses raise revenue per customer while giving buyers more options. The key is to suggest relevant upgrades that feel useful, not pushy.
Upselling works best when framed as helping the customer.
For example, suggesting a faster laptop model to someone buying for gaming makes sense, while pushing unrelated upgrades may frustrate them. Companies often use bundles, tiered pricing, or premium add-ons. Effective upselling can also improve customer satisfaction if it genuinely solves their needs.
However, overusing it may harm trust. Successful strategies use timing (like checkout pages) and personalization to make upgrades feel like natural, valuable choices.
Explore more Glossary terms
UX Friction
UX friction refers to barriers in the user experience that make it harder for visitors to achieve their goals. These obstacles can include confusing navigation, slow loading pages, too many form fields, unclear CTAs, or bugs in checkout.
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User-Generated Content
User-Generated Content (UGC) is any content created and shared by customers or users rather than the brand itself. It can be reviews, testimonials, photos, social media posts, or videos featuring the product or service.
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User Testing
User testing is the process of having real people use a product, app, or feature to evaluate how well it works.
Testers perform common tasks while researchers observe their behavior, struggles, and feedback. This helps identify confusing designs, technical issues, or unmet expectations. User testing provides direct insight into whether a product meets real-world needs and where it requires improvement. It ensures design decisions are based on evidence, not assumptions.
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User Journey Map
A user journey map is a visual representation of the steps a customer takes when interacting with a product, service, or website. It shows touchpoints, actions, emotions, and challenges along the way.
Mapping journeys helps businesses understand the user’s perspective and uncover pain points or gaps. With this insight, they can design experiences that better meet expectations, reduce friction, and create stronger connections at every stage of the customer’s interaction.
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User Journey Analytics
User journey analytics tracks and studies how people move through different steps while interacting with a product or website. It maps touchpoints like first visit, browsing, adding items to cart, and completing checkout. This analysis helps identify where users get stuck, drop off, or convert successfully.
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User Experience (UX) Optimization
UX optimization is the process of improving a product or website so that users have a smooth, satisfying, and meaningful experience. It covers design, usability, content, navigation, and overall flow.
The aim is to reduce friction, guide users naturally, and meet their needs quickly. Optimized UX ensures people enjoy interacting with a product instead of struggling.
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