Although user experience and customer experience are related, they are not the same thing. The company cannot succeed if the two concepts are not engaged together.
The response and the manner with which the customers interact with the product,website or application is what user experience is about. Abandonement rate, clicks to completion and error rate analysis are some of the parameters that can be used to measure user experience. If a product or the software is difficult to utilize, then it has poor user experience.
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.
So important is the use of both user experience and customer experience that one cannot thrive without the other in the company. In order to ensure everything works together, product engineers and customer care representatives should work together. User experience should be engaged together with the customer experience or else original and good work may be wasted. A good user experience enables the customer to access information on a website fast and simple, complete tasks easily and search the web pages without difficulty. A good customer experience is characterized by the customer feeling positive about how he is handled by the company and the existence of a helpful and professional relationship between him and the company.
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. Therefore companies should do all they can to improve user experience and customer experience of customers using mobile devices. Increased revenue, customer retention, engagement, and loyalty are great benefits that accrue to a company that keeps on making customer experience the best. 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 involves all the plans a company puts in place in a bid to have customers treated and served as per what the company stands for. 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. All stakeholders in the company should be involved in terms of support, understanding and implementation of the strategy. A good user experience strategy involves research about the user and how the user’s needs need to be met and not merely making the site look beautiful.