User and Customer Experience: What You Need to Know
Commerce is basically a term that is defined as any activities that beings with production and typically ends with consumption, and its system includes legal, cultural, technological, social, political and economic system that can be operated worldwide and locally. Commerce is a term that comes from the Latin word commercium, which means merchandise, and such term is being used as a subset of the complex system of companies that tries to maximize their income or profit by offering their products and services to the market. The terms customer experience and user experience are both being used in the world of commerce.
The term user experience is being shortened as UX, and it is defined as the attitudes and the emotions of the people when they use a services, product or system of any business companies. User experience typically includes the product ownership and the different aspects, like the meaningful, valuable, experiential, affective, and practical aspects of the human and computer interaction. User experience is also dealing with the way people interacts with the products and services, as well as, the experience they felt or received from the interaction, and it is being measured with the use of different metrics, such as clicks to completion, abandonment rate, time to complete task, success rate and error rate. The long-term plan to align the touchpoint of the consumer or customer with the vison of the business company for user experience, is the definition of the term user experience strategy. Some of the important components or parts of a UX strategy includes a clear quantitative and qualitative understanding of the current UX, a detailed vision of the UX, a plan for developing the culture and the capabilities of the company, a set of regular measurements to monitor success and progress, a prioritized roadmap of what needs or expected to happen, and a model of the commercial outcomes.
Customer experience is defined as the product of an interaction between a company and a customer over the duration of their business relationship. The three different parts of the said interaction includes the journey of the customer, the brand touchpoints that the customers interacts with, and the environments that the customers tends to experience during their relationship. Customer experience, which is being shortened as CX, can be measured through the tendency of the customer to use the brand continuously, the tendency of the customer to recommend the brand to other people, and the overall or general experience of the customer. The CX strategy is essential to each and every business company for this can stop them from defecting to their competitors, and can help them maintain and retain more customers on their business.Incredible Lessons I’ve Learned About Professionals