User experience and customer experience are two different but related concepts. 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 there is difficulty in navigating through a software it means it has a poor user experience.
On the other hand, customer experience deals with the general experience a customer has with the business. 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. 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. 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.
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. 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.
The plan to make sure customers are dealt with as intended is user experience strategy. An effective user experience strategy has the following components: 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.