There is a difference between user experience and customer experience though the two concepts are related. 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. User experience can be measured through the analysis of abandonment rate, clicks to completion and error rate among other parameters. If a product or the software is difficult to utilize, then it has poor user experience.
The general dealings of the customer with the company is what customer experience is about. 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 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. 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 know exactly what they are looking for when they visit the internet on their mobile devices. 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 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. 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. 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.
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