Long ago, businesses solely relied on the quality of their services and products. Thanks to Nielsen Norman Group Founding Member Don Norman, who officially introduced the term “user experience (UX)” in the 1990s during his tenure at Apple. He used it to describe the entire product experience, which changed everything in the marketing world.
Then came the notion of customer experience (CX) only 12 years ago or so, broadening the point of UX and looking beyond its limitations. CX counts people as the major influences in the consumer journey.
In spite of the origins and meanings of these terms, most people always interchangeably use them. We will teach you how to tell their differences and why telling them apart matters.
CX
CX refers to your customers’ feelings, beliefs, and outlooks towards your brand. In a nutshell, it is your customers’ overall impression of you. It encompasses everything, from their service or product purchase to their customer service experience until the end of the process. It is all the things about you that make them like or dislike you.
Did you know that businesses that deliver exceptional customer experiences grow five times faster than those that do not strategise on it?
UX
UX highlights all the end user’s experiences with your service or product. Positive UX keeps customers satisfied before, during, and after a transaction. It entails even their experiences with your website and its accessibility to whatever device they have.
This is where intuitive UX design, serviceability, visual hierarchy, easy navigation, and more about your product design and interface play a part in the bigger CX picture. This also implies the importance of having the best UX strategy, from sales to customer service
Their Differences
CX and UX specialists alike strive towards customer satisfaction in every business interaction. Both also help reduce customer churn. Nevertheless, they have their own missions to achieve it.
CX missions may involve:
- Developing a brand experience that engages, appeals to, and excites customers;
- Boosting satisfaction at every phase of their journey; and
- Creating a stable feedback loop where they can speak about their demands.
UX missions may involve:
- Developing a smooth service or product experience with little conflict;
- Devising fun, user-friendly, and interactive services or products; and
- Guaranteeing that they can resolve your customers’ concerns.
Think about it this way: CX nurtures favourable experiences with your brand, while UX improves service or product interactions to help make such favourable experiences. UX, being a subset of CX, is all about products. CX is all about products and people.
Get ahead by teaming up with a reliable UX and CX agency!
Knowing the difference between the two matters so you can determine what internal roles and responsibilities and separated but synchronised approaches you need in your organisation.
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