Strategies For Making User And Customer Experience Better.
User experience and customer experience are two different but related concepts. The two concepts should work together if the business is to succeed.
User experience is involved with how the customers interact with the product, website or application. Abandonement rate, clicks to completion and error rate analysis are some of the parameters that can be used to measure user experience. If a product or the software is difficult to utilize, then it has poor user experience.
Customer experience, on the other hand, is more concerned with how the customer is generally handled by the company. To measure customer experience, analysis of net promoter score, customer satisfaction, and customer loyalty are used.
User experience and customer experience are both vital in the company and one cannot succeed without the other. In order to ensure everything works together, product engineers and customer care representatives should work together. 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. 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.
In order to develop an effective customer experience strategy, it is important to get both positive and negative feedback from customers.
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. Companies that continuously improve customer experience stand more chance of making more money, improving customer retention, engagement and loyalty. 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.