User experience and customer experience are two different but related concepts. The two concepts should work together if the business is to succeed.
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 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. In order to ensure everything works together, product engineers and customer care representatives should 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 …Read More »