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.
The response and the manner with which the customers interact with the product,website or application is what user experience is about. Abandonement rate, clicks to completion and error rate analysis are some of the parameters that can be used to measure user experience. If there is difficulty in navigating through a software it means it has a poor user experience.
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.
Companies should incorporate both user experience and customer experience because 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. 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 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. Companies that continuously improve customer experience stand more chance of making more money, improving customer retention, engagement and loyalty. 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.
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.