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. 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.
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.
So important is the use of both user experience and customer experience that one cannot thrive without the other in the company. Product engineers should work together with customer experience representatives to ensure that all features of the product work together. Brilliant work can be wasted if the user experience is not engaged together with the 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. On the other hand, a good customer experience is when the customer enjoys a professional and helpful interaction with the company staff and feels positive about the services offered.
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. 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 is a plan to ensure that customers experience what the company envisioned. 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. The user experience strategy requires that all stakeholders of the organization should be involved in the understanding, support, 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.