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User Experience vs Customer Experience 3 User Experience vs Customer Experience
Review: -1 - User Experience vs Customer Experience

Do you know the UX and CX difference?

Customer experience is a broad concept. UX is a part of CX. The user experience will influence the customer experience, and together they determine the business’s ultimate success. That is why both elements need to be improved within your product design. This is the only way to remain a strong market competitor and attract even more customers. Let’s deal with CX vs UX.

What is User Experience and Why It is Important?

You’ve come across the concepts of user experience vs customer experience. They stand for customer and user experience, accordingly. Many people consider the concepts to be identical, but they are fundamentally different and cannot be synonymous in any way. Both CX and UX have their meaning when evaluating the company’s performance.

User experience is the interaction experience, the perception and response of the user arising from the use and upcoming use of a product, system, or service.

The point of user experience design is not about the look or success of your product but understanding users and their position towards it.

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Source: Dribbble

What is Customer Experience and Why It is Important?

The customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from the interactions with a brand’s products or services. Sounds the same?

Each designer will know that CX, unlike UX, instead refers to how a business engages with its customers at every point of its journey. From marketing to sales to customer satisfaction –it’s all about CX. That’s why nowadays customer experience is one of the top ways the brands tend to seek to differentiate themselves.

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Created by Fireart

How do CX and UX Work Together?

What if the difference between UX and cx makes it work together?

If you are looking at the lifelong relationship between a client and a company and need to make both UX & CX work together for good, make sure to decompose these experiences into three levels:

  • The level of individual interaction (interaction) reflects the user’s experience when interacting with one device for a specific software task.
  • The journey level of the user (journey) covers the user’s experience to achieve the goal (here, it is possible that the client uses several devices and performs various tasks with extra attention).
  • The level of a long-term relationship (relationship) refers to all contact points between a person and an organization throughout the relationship history between them.

Mind that to ensure good UX vs CX at each of these levels; it is often essential to consider completely different things for customer satisfaction.

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Landing page UX

What are the Key Differences between UX and CX?

How to rate the key differences and make a clear picture of what’s user vs customer experience?

Customer experience vs user experience aims to increase customer satisfaction and motivate them to reuse a product. Positive or negative CX can influence the client’s desire to cooperate in the future. Here we are talking about interaction not just with one product but with the company in general.

Great customer experiences are becoming more than just a method of increasing your bottom line. It is also a practical competitive advantage. It is a separate CX component that characterizes the usability of an application, software, or website.

Architectural Studio Landing Page, Created by Fireart Studio

Metrics

UX is assessed according to several metrics, including success and error rates, task completion time, number of clicks, satisfaction, etc. Your metrics should be closely related to your business objectives or overall business KPIs.

To be exact, the most frequent UX metrics here will be:

  • Success rate.
  • Error rate.
  • Task time.
  • Abandonment rate.
  • Clicks to completion.

A good user experience makes it easier for people to find information. UX includes the whole range of feelings, perceptions of the user when working with a product or service. It may also be efficiency, emotional satisfaction, quality of cooperation with the company, etc.

For CX, it’s client satisfaction that is the key metric. You may also refer to:

  • Loyalty or likelihood to continue using.
  • Churn rate.
  • Customer Lifetime Value (LTV).
  • Customer Effort Score (CES).
  • Net Promoter Score (NPS) or likelihood to recommend it to others.

Also keep in mind that since UX is a part of the customer experience in general, the metrics applied may not strictly divide, but rather overlap in some parts.

Focus and Daily Responsibilities

The difference between CX and UX is not only in metrics you are to use to measure your success. Your daily business responsibilities should adjust depending on the focus.

The level of individual interaction is what we usually think of when we hear about UX. At this level, we are engaged in developing specific cases of interaction between the client and the company to complete their tasks.

They may complete these tasks via various, sometimes even non-digital channels of interaction (phone calls, physical MVP). We form the customer’s journey, which is the whole process through which they go through time to achieve their end goals. And that’s where they succeed/fail their satisfaction, which is already a CX concern.

Client Base and Target Audience

When you come up with the customer base and analyze your targets, UX CX difference may also play a slight role. You need to put some effort to find what resonates with your target audience and what doesn’t. You’d better create filters for your customer data to stay customer-centric and preserve intensive planning for your UX or CX success assessment.

Main Takeaways

Customer experience and user experience are both integral parts of your customers’ journey with your brand, despite the difference between ux and cx. UX follows a user’s interactions with a product, service, or system, and CX follows a user’s engagement with a company throughout their lifetime with the brand because the interactions occur across multiple touch points.

(Springboard)

That is why it’s sometimes so hard to draw a clear line between the difference between user experience and customer experience or consider them as completely different business components.

User experience design should occur at all levels of interaction. Remember that a large scenario is made up of many small ones, each of them may work fine, but only by testing the CX UX difference and the entire chain will you know what actually works or doesn’t work.

Conclusion

So, what is the difference between CX and UX?

Customer experience is a broad concept. UX is a part of CX, and nothing more important is out there for a business. The user experience will directly affect the customer experience, and together they determine the company’s ultimate success.

This is why both elements need to be improved. This is the only way to make cx and UX differences work, remain a strong competitor, and attract even more customers.

Also, mind that you may use the term CX, aka Customer Experience (CX) in the context of a long-term relationship between a customer and a company. It is used in the context of end-to-end user experience (UX) from the very first touch with the brand to the first significant value.

All you need to know is that it’s never OK to neglect your product UX if you need to achieve great CX and keep your customers loyal.

Need a deeper insight? – contact us for help right away.

 


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