There is a difference between user experience and customer experience though the two concepts are related. 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 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. Net promoter score, customer satisfaction and customer loyalty are some of the parameters used to measure customer experience.
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. User experience should be engaged together with the customer experience or else original and good work may be wasted. The ability of a customer to access information on a website fast and simple, complete tasks easily and search the web pages without difficulty are what a well-designed user experience offers the customer. 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.
It is important to get feedback from customers irrespective of whether it is positive or negative in order to develop a good customer experience strategy.
Customers visit the internet on their mobile devices with a specificity of purpose. It is therefore imperative for companies to really improve the user experience and customer experience for customers who use 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.
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. 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 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.