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.
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. User experience is poor if there is difficulty in using the product or the-the technology.
On the other hand, customer experience deals with the general experience a customer has with the business. 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. To avoid wasting brilliant work, the user experience must be used together with 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. 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. For this reason, companies must work on making user experience and customer experience the best. Companies that continuously improve customer experience stand more chance of making more money, improving 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 is a plan to ensure that customers experience what the company envisioned. 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. All stakeholders in the company should be involved in terms of support, understanding 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.