User experience and customer experience are two different but related concepts. The two concepts should work together if the business is to succeed.
User experience is involved with how the customers interact with the product, website or application. User experience can be measured through the analysis of abandonment rate, clicks to completion and error rate among other parameters. User experience is poor if there is difficulty in using the product or the-the technology.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. Customer experience is measured by the net promoter score, customer satisfaction, and customer loyalty.
User experience and customer experience are both vital in the company and 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 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. It is therefore imperative for companies to really improve the user experience and customer experience for customers who use mobile devices. Increased revenue, customer retention, engagement, and loyalty are great benefits that accrue to a company that keeps on making customer experience the best. 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 are the crucial steps when designing a good user experience.
The plan to make sure customers are dealt with as intended is user experience strategy. 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 are important components of a good user experience strategy. The user experience strategy needs understanding, support and involvement of all people in the organization. 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.