User experience and customer experience are two different but related concepts. The two concepts should work together if the business is to succeed.
The response and the manner with which the customers interact with the product,website or application is what user experience is about. 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. Net promoter score, customer satisfaction and customer loyalty are some of the parameters used to measure customer experience.
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.
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. Therefore companies should do all they can to improve user experience and customer experience of customers using 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.
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 needs understanding, support and involvement of all people in the organization. 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.