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. 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. 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. 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. A good customer experience is characterized by the customer feeling positive about how he is handled by the company and the existence of a helpful and professional relationship between him and the company.
Getting feedback from customers is crucial to developing a successful customer experience strategy whether the feedback is good or bad.
Customers who throng the internet on their mobile devices know what they want. 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. 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 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. For a user experience strategy to be said to be effective, it should be made of: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 requires that all stakeholders of the organization should be involved in the understanding, support, and implementation of the strategy. A good user experience strategy involves research about the user and how the user’s needs need to be met and not merely making the site look beautiful.