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.
User experience is involved with how the customers interact with the product, website or application. Abandonement rate, clicks to completion and error rate analysis are some of the parameters that can be used to measure user experience. If there is difficulty in navigating through a software it means it has a poor user experience.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. To measure customer experience, analysis of net promoter score, customer satisfaction, and customer loyalty are used.
Companies should incorporate both user experience and customer experience because one cannot succeed without the other. Product engineers should work together with customer experience representatives to ensure that all features of the product work together. User experience should be engaged together with the customer experience or else original and good work may be wasted. 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. 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 know exactly what they are looking for when they visit the internet on their mobile devices. Therefore companies should do all they can to improve user experience and customer experience of customers using mobile devices. 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. 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.