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User Experience vs. Customer Experience: what’s the difference?

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If you are running an online business and own a website, you have probably heard about the terms User Experience (UX) and Customer Experience (CX). However, many still don’t know what is the key difference between them and keep investing in only one strategy.

We have already written about the peculiarities of UX and UI design. In order to help you boost your business and invest in something relevant to your objectives, the team at WishDesk explains what is the difference between UX and CX.

What is user experience?

The user experience (UX) is the process of the user’s interaction with the product and, as a result, his level of satisfaction. If your website is not optimized and user-friendly, visitors will get frustrated and never come back again.

Positive or negative user experience is identified by how easy it is to navigate through your site and interact with its elements.

What is customer experience?

The customer experience (CX) is the process of the client’s interaction with all channels of the brand, including but not limited to its website. Customer experience includes:

  • customer service
  • brand reputation
  • marketing campaign
  • pricing
  • UX from interaction with each product 

The difference between User Experience and Customer Experience

As you can see, UX is a specific component within CX that regards to your product or website user-friendliness. Customer experience, in turn, deals with many touchpoints, such as web, advertising, support, service, and more.

user experience vs. customer experience

Ways to improve UX (User Experience)

Here are some tips on how to improve user experience on your website:

  • Create clear call-to-action buttons on your website.
  • Implement A/B testing to find out what version of your site is more result-driven.
  • Create a responsive or mobile-first web design.
  • Use services, such as Crazy Egg, to find out what users like the most about your website.
  • Provide social media integrations.
  • Add the multilingual feature.
  • Regularly monitor your links to fix broken ones.
  • Ensure that navigation on your website is intuitive.

Find out more tips on how to make your website user-friendly. 

Ways to improve CX (Customer Experience)

Below you can find some tips on how to improve customer experience.

  • ensure that you are a fully customer-oriented company
  • improve your customer support services
  • ask customers about what they want to see as a part of your brand identity
  • meet individual customer needs
  • let customers reach you through various channels 

Summary

Now you see that UX is a part of CX and together they play an important role in your brand’s reputation and success. You cannot ignore both of the strategies if you want to make the customers your frequent flyers.