User experience and customer experience are two different but related concepts. The working together on the two concepts is necessary for the success of the business.
User experience is involved with how the customers interact with the product, website or application. Among other variables, user experience can be measured through analysis of abandonment rate, clicks to completion and error rate. User experience is poor if there is difficulty in using the product or the-the technology.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. Net promoter score, customer satisfaction and customer loyalty are some of the parameters used to measure customer experience.
User experience and customer experience are both vital in the company and one cannot succeed without the other. It is recommended that product engineers and customer care representatives are engaged in the production process so that all things work in harmony. To avoid wasting brilliant work, the user experience must be used together with customer experience. The ability of a customer to access information on a website fast and simple, complete tasks easily and search the web pages without difficulty are what a well-designed user experience offers the customer. On the other hand, a good customer experience is when the customer enjoys a professional and helpful interaction with the company staff and feels positive about the services offered.
Getting feedback from customers is crucial to developing a successful customer experience strategy whether the feedback is good or bad.
Customers who throng the internet on their mobile devices know what they want. For this reason, companies must work on making user experience and customer experience the best. With better customer experience, companies are more likely to increase revenue, customer retention, engagement, and loyalty. The following are crucial steps to be followed when designing a good user experience: Metrics and channels analysis, Examination of the online and offline customer journey, The Omni-channel solution, Embrace new technologies, especially mobile and Consideration of the user experience in the strategy.
User experience strategy is a plan to ensure that customers experience what the company envisioned. For a user experience strategy to be said to be effective, it should be made of:qualitative and quantitative understanding of current user experience,a vision of the user experience to be created,commercial benefits and costs of designing the user experience,work plan to achieve the set goals on creating the user experience and measurements to track progress. The user experience strategy needs understanding, support and involvement of all people in the organization. The basis of designing a good user experience strategy goes beyond painting beautiful pictures to doing user research on how the user’s needs and expectations will be dealt with.