There is a difference between user experience and customer experience though the two concepts are related. The working together on the two concepts is necessary for the success of the business.
Customers’ experience with the product, website or the application is dealt with under user experience. 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. It is recommended that product engineers and customer care representatives are engaged in the production process so that all things work in harmony. Brilliant work can be wasted if the user experience is not engaged together with the customer experience. A well-designed user experience offers the customer the ability 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. For this reason, companies must work on making user experience and customer experience the best. Companies that continuously improve customer experience stand more chance of making more money, improving customer retention, engagement and loyalty. In order to design a good user experience, the following steps are followed: 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.
The plan to make sure customers are dealt with as intended is user experience strategy. 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 are important components of a good user experience strategy. The user experience strategy requires that all stakeholders of the organization should be involved in the understanding, support, 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.