In marketing a product, one should know what it is user experience and customer experience as the wrong understanding about the two of them will lead you to a wrong experience. Even many companies are sometimes confused of being care about users experience and customer. If you are a web developer or mobile app developer, this topic should be understood clearly. Here are some of the ways to define user experience or costumer experience.
Generally, User Experience (UX), deal with people interacting with your product and the experience they receive from that interaction. UX is measured with metrics like: success rate, error rate, abandonment rate, time to complete task, and (since we deal in digital) clicks to completion.
Customer Experience (CX), in contrast, encompasses all the interactions a person has with your brand. It might be measured in: overall experience, likelihood to continue use, and likelihood to recommend to others. In essence, UX is part of a broader CX, but CX contains some aspects outside of a product that UX does not.
So, it is likely that UX is a part of CX as User experience is narrower than customer experience. In fact, CX includes UX, or in other words, UX is a part of CX.
If you create a good UX, it will provide you with:
- Quickly and easily find information on a website
- Make a desired task complete easily
- Easily search web pages
While having a good customer experience will make you:
- Have a pleasant, professional, helpful interaction with organization/company representatives
- Feel generally positive about the overall experience with that organization/company and everything associated with it.
From the above explanation, you can realize how UX and CX are actually closely related as if you cannot achieve a good CX without a good UX. So, it will be better if one focuses on CX as it will offer you the overall success to your digital business while failure in one of the area will lead to a bad customer experience.