Ways Of Improving User And Customer Experience.
Although user experience and customer experience are related, they are not the same thing. The company cannot succeed if the two concepts are not engaged together.
User experience is involved with how the customers interact with the product, website or application. 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.
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. 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. 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.
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. 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.