User experience and customer experience are two different but related concepts. 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. 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.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. To measure customer experience, analysis of net promoter score, customer satisfaction, and customer loyalty are used.
So important is the use of both user experience and customer experience that one cannot thrive without the other in the company. It is recommended that product engineers and customer care representatives are engaged in the production process so that all things work in harmony. To avoid wasting brilliant work, the user experience must be used together with 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.
Getting feedback from customers is crucial to developing a successful customer experience strategy whether the feedback is good or bad.
Customers know exactly what they are looking for when they visit the internet on their mobile devices. Therefore companies should do all they can to improve user experience and customer experience of customers using mobile devices. Companies that continuously improve customer experience stand more chance of making more money, improving 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.
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. The user experience strategy needs understanding, support and involvement of all people in the organization. Designing a good user experience strategy is not so much on painting colorful pictures but it is about doing user research and ascertaining whether the service fits into the user’s perspective.