What is CX?
Customer experience or CX is everything that a customer encounters with a company or brand from all its touch points. Starting from customer service to a certain app, customer experience focuses extensively on how a customer feels while interacting with a brand or a company. One of the key properties of a good customer experience is presenting the customers with an affable interaction with a company’s representatives – representatives who eagerly solve the clients’ problems with an immediate and effective solution. To further the matters, a customer’s experience begins long before your product has an entry in their life and will continue for a long into the future. Customer experience can be measured with respect to a few aspects: overall experience, likelihood to continue use and likelihood to recommend to others.
Is CX important?
Every business is endowed with a specific promise that will be delivered to its customers. Essentially, a business promises something to the customers — an expectation. A business or a brand should consistently live up to or improve on, which is expected of it by the customers. Only by continuously living up to the customer expectations and keeping the brand promise is what is needed to develop a long-term relationship with the customer and the brand.
Always be a step ahead in keeping the brand promise and work continuously to keep your customers satisfied and happy with your product or service. By striving to exceed expectations you’ll ensure that your business has the potential for long-term customer satisfaction.
A customer-centric approach is what’s recommended to be able to create a desired and positive customer experience for your customers. This is the key that shall foster the relationship between a brand and its customers, which in turn, increases the likelihood of a long-term commitment from your customers and brand advocacy.
A brand’s growth and sustenance depend on what your customers feel about you. What do you want them to feel about your brand?
A brand has the potential to prompt the customers to think or feel in a certain way at every moment of their journey with your brand.
Tailor the customer journey and create a positive customer experience to keep the customers loyal to your brand. The future of a brand as explained rests on the customer experience.
How does UX differ from CX?
‘Aren’t they both the same?’
These are the questions that are often seen on the table whenever there is a talk about UX and CX. To answer the most obvious – no, UX and CX are not the same. Let’s see how.
They both are similar in concept but one cannot take the other’s place. UX is a specific component within CX that concerns the usability of your product or site. CX, on the other hand, encompasses the end-to-end customer interactions and deals with many touch points. User experience is basically limited to a product, may it be an app, a website, or a physical object that a ‘user’ uses. This should be in sync with the client’s other products and business strategy but the influence is niched to that specific product. CX design looks at the entire experience and requires business skills to a great extent. A customer is any person getting in contact with the brand whether or not they may at some point use one or several products provided by the brand. UX is part of CX, as each product demands to be user-friendly. The customer experience is influenced by the quality of the experience at each point but CX is especially interested in the entire customer journey from start and until the end. To know more about UX, check our blog on UX here: http://www.zweezle.in/blog/decoding-user-experienceux/
So as to conclude…
User Experience is very much the fundamental base of a good customer experience. This duo is very much intertwined and one does not necessarily top the other in terms of importance. Though UX and CX professionals possess complementary skills, currently are not operating as closely as they should be. UX deal with the product whereas, CX addresses the interactions that a user has with your company.
So, it’s plausible to have many customers who are usually unhappy with your UX. Similarly, you can also have the best UX possible but then your CX might be unfortunate. By the end, important thing is that you put your customer first.
Zweezle Media has a team of seasoned designers who constantly update their knowledge with the cutting edge technology, enabling themselves to provide the best of experience for the user. We are a team dedicated to upkeep the image of a brand with a detailed understanding and en elaborate research on every touch points that a customer encounters with the brand and thrive to make the most of these interactions to give the customers the best of experience.