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.
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. If a product or the software is difficult to utilize, then it has poor user experience.
The general dealings of the customer with the company is what customer experience is about. Net promoter score, customer satisfaction and customer loyalty are some of the parameters used to measure customer experience.
Companies should incorporate both user experience and customer experience because 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. 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. If the customer feels positive about the services the company offers and there is a professional and helpful interaction with the company representatives, then there exists a good customer experience.
It is important to get feedback from customers irrespective of whether it is positive or negative in order to develop a good customer experience strategy.
Customers who throng the internet on their mobile devices know what they want. It is therefore imperative for companies to really improve the user experience and customer experience for customers who use 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. The user experience strategy needs understanding, support and involvement of all people in the organization. Designing a good user experience strategy is not so much on painting colorful pictures but it is about doing user research and ascertaining whether the service fits into the user’s perspective.