Today, let’s look at UX (User Experience) and CX (Customer Experience) and how they are linked; but firstly, we can look at the two as the following:
User Experience (UX), as most of us know is based around the needs and wants of a single user who uses something, they could be a consumer of the product or non-consumer, not necessarily a customer. Whereas, Customer Experience (CX) on the other hand is the recipient of the product, service or an idea obtained from a seller or vendor for a valuable consideration, usually monetary. CX applies to all potential and current customers.
These two experience models are inextricably linked and while UX is a vital component of CX; it’s not the only factor that leads to long-term satisfaction with a brand and its products.
Customer experience approaches can vary the way in which a customer will engage with us, especially that initial engagement which will determine how the rest of their experience will go.
Mediate the Pain
It’s amazing how many companies try and focus on customer experiences but neglect to sort out the historical problems. Before you can go on to build a great future for customer experience you have to sort out the pain you've already caused that customer. Ideally, that means prioritizing resolution of customer issues.
The best businesses take ownership of the customer experience across the board; it doesn’t matter where a complaint originates – it matters that it’s solved as quickly and painlessly as possible. If your senior managers start taking an interest in tracking complaints and how they’re fixed – this should be fairly easy to do.
We need to initiate friendliness and a confidence boosting approach as these are strangers we will ultimately be dealing with but at the same time, need to maintain some flexibility and a patient approach as our experience will differ depending on the subject. Empathy and positivity always goes a long way as well as being respectful and proactive throughout the course of the experience.
Identify Your Strengths
Conversely, it might be a good idea to know why your happy customers are happy customers. What is it that you already do that makes your customer experience exceptional? Reviewing what people say about you not just to your care teams but also in the media (and particularly on social media) can help you identify the moments where you create joy for your clients. If you know what works well then you can start to learn from it.
Metrics that Matter, People that Know
You need to develop metrics that matter for a great customer experience; you should be able to see how focusing on a specific issue will impact not just satisfaction figures but also the bottom line. The budget for customer experience will never be an unlimited one and that means you have to be able to determine your priorities in line with your customer needs and your business needs.
Then there’s the need for your people to care about your customers. It’s truly frightening how many senior executives never, ever come into contact with a customer unless there’s a huge complaint. How can they respond effectively to customer needs if they don’t talk to customers? The people who influence your customer experience need to be brought into contact with customers and customer data and taught to understand them.
Anticipate and Stop Reacting
Truly exceptional organizations create a customer experience by anticipating its customer’s problems and solving them before they arise. Once you’ve come to grips with the other three keys you should be in a position to start using customer data to predict future issues and head them off at the pass. If your customers don’t encounter problems – it’s much harder for them to become dissatisfied with what you do.
Custedge (link to image)
Our Social Times (link to image)
Entrepreneur (link to image)
Ted Goff (link to image)