You’ve probably read and heard lots of people in the digital marketing industry talking about user experience (UX) and how important it is to achieving your website’s objectives. Similarly, more biz-wigs are talking about how important customer experience is to your business. Both of these whisperings are true, but how do they relate to each other?
User experience versus customer experience
The term user experience (UX) refers to your customers’ relationship with your digital interfaces…how they feel about these interactions and how they behave and interact with your brand online through your website and any other digital platform or software you’re using.
On the other hand, customer experience refers to the complete experience, perceptions and interactions with your company as a whole. This includes how they found your business (for example online, on the high street, in the yellow pages, etc), their experience or interactions with your business (i.e. online, on the telephone, at your office or shop, etc) and how the relationship has progressed through continued contact (such as repeat purchases, product support, marketing emails and advertising).
Get on UX
UX is just one piece of the overall customer experience jigsaw, but it is also likely to be one of the first points of contact between your business and its customers. This is because, like you and me, many customers check out a company’s websites before making any kind of contact. It’s really important that customers (existing and potential ones) have an online experience that is positive and reflects the overall desired customer experience.
Ensure that your website’s UX is strong by checking accessibility standards and carrying out user testing; take a close look at design, content and site architecture.
Consistency is key (and lovely)
Once you have your UX polished, you need to consider how this relates to the overall customer experience. There’s no point having a great UX if it isn’t supported by a great customer experience when it comes to the quality of communications, complaints handling, brand perception, etc.
It’s a good idea to build the general principles of great UX into your overall customer experience strategy. How do your customers feel about each stage of their interaction with your company? Have you made customer-facing processes as simple, efficient and easy to follow as possible? Does the customer experience reflect your desired brand image?
The main thing to remember when looking at UX and customer experience is that your visitor/customer should be at the heart of everything you do. They will thank you for it in return business, recommendations and a generally warm and fuzzy glow when they think of you. Never forget that your customer has a choice.
For help with user experience or customer experience, get in touch for a chat.
Also see our blog post: How is your UX affected by responsive design?