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. 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.
On the other hand, customer experience deals with the general experience a customer has with the business. 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. 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 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.
Getting feedback from customers is crucial to developing a successful customer experience strategy whether the feedback is good or bad.
Customers visit the internet on their mobile devices with a specificity of purpose. For this reason, companies must work on making user experience and customer experience the best. With better customer experience, companies are more likely to increase revenue, 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.
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. The user experience strategy requires that all stakeholders of the organization should be involved in the understanding, support, and implementation of the strategy. The basis of designing a good user experience strategy goes beyond painting beautiful pictures to doing user research on how the user’s needs and expectations will be dealt with.