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 customer experience is when the customer enjoys a professional and helpful interaction with the company staff and feels positive about the services offered.
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. 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 involves all the plans a company puts in place in a bid to have customers treated and served as per what the company stands for. 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.