Ways Of Improving User And Customer Experience.
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.
Customers’ experience with the product, website or the application is dealt with under user experience. User experience can be measured through the analysis of abandonment rate, clicks to completion and error rate among other parameters. If there is difficulty in navigating through a software it means it has a poor user experience.
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.
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. 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 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. Increased revenue, customer retention, engagement, and loyalty are great benefits that accrue to a company that keeps on making customer experience the best. In order to design a good user experience, the following steps are followed: 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. 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.