Although user experience and customer experience are related, they are not the same thing. 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. User experience can be measured through the analysis of abandonment rate, clicks to completion and error rate among other parameters. User experience is poor if there is difficulty in using the product or the-the technology.
The general dealings of the customer with the company is what customer experience is about. Customer experience is measured by the net promoter score, customer satisfaction, and customer loyalty.
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. Brilliant work can be wasted if the user experience is not engaged together with the 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. 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.
In order to develop an effective customer experience strategy, it is important to get both positive and negative feedback from customers.
Customers visit the internet on their mobile devices with a specificity of purpose. 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. 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.