Why it’s necessary to connect UX with CX?

Customer experience (CX) and user experience (UX) are two terms that are often confused. With the help of Melbourne web designers, let’s try to figure out them!

by Natko Radmilovic - Art Director
Why it’s necessary to connect UX with CX?

Why it’s necessary to connect UX with CX?

When building a brand, businesses mostly focus on digital marketing and advertising. They often forget about the importance of integrating the user experience (UX) with the customer experience (CX). These two terms are directly connected, but usually confused. And if you think you need to learn more about them, you are lucky because we have created this blog post that addresses everything about UX and CX. Let’s begin!

Understanding the concept of UX and CX

According to our creative team of website designers in Point cook, UX and CX are different. While UX is all about the experience a user gets on interacting with your product or service, CX refers to the relationship between your customers and your organisation. To measure UX, you look at the bounce rate, time spent to complete a task, number of clicks/steps performed, etc. On the other hand, customer experience is usually measured by the quality of customer services, advertising, packing, etc.

Despite being different, UX is an integral part of CX. For instance, a poorly-designed website with a bad user experience bounces the users away and results in unhappy customers. Thus, it is required to have a well-designed UX to deliver a good CX.

5 good reasons why UX and CX should work together

To help you better understand the concept of UX and CX, we have listed down a few good reasons that explain why it’s necessary to connect UX with CX. Please have a read:

1. A good UX design leads to customer satisfaction

By simply improving UX design with the help of UI/UX designers, you can streamline the customer buying journey, which is the main door to customer satisfaction. UX has the potential to increase customer satisfaction by 20%. Additionally, it can lift your revenue by 15% while lowering the cost of serving customers by 20%. Therefore, it is important to ensure that the user experience is as seamless as possible, so the customer journey remains hassle-free.

2. A well-delivered UX builds lasting relationships

UX is inevitable when it comes to building long-lasting customer relationships. It is an essential part of the customer journey, but also important for repeat businesses. When your customers are happy with your products/services, they are most likely to share their experience and come back for more. In other words, a great UX is a great way to differentiate your products/services from your competitors.

3. Leverage social media

A good UX design can contribute to the visibility of your website. It can help you rank higher in search engine results, which furthermore caters to your potential customer’s search needs. Having a professional-looking web design encourages users to explore your web pages to find out more about your business. As a result, your bounce rate reduces and customer engagement increases. Remember, the lower the bounce rate, the higher the indication to search engines that your website is full of useful content, ultimately satisfying the user’s search intent.

4. UX impacts CRO (Conversion rate optimisation)

UX can create a significant impact on your conversion rate. It can make or break your online game. Good design provides customers with all the information they need to make buying decisions easy. The best approach is to put yourself in your customer’s shoes and then look at your website design. Do you see anything that needs rework? What about visuals or customer services? Make sure the UX guides users in the right direction, which is conversion. Here, don’t forget to have a well-placed call to action on the right spot.

5. UX makes communication easy for users

How to successfully reach and communicate with the target audience is always challenging. Customers respond to a good UX by being more willing to purchase and recommend, which is critical in an era that focuses on brands. Whether you want your potential customers to contact you by email, social media or phone, make your UX design easy to understand. List out the problems they encounter when they are trying to get in touch with you.

Final thoughts on UX and CX

Although there are some differences, CX and UX are the two disciplines that are only going to come closer as technology becomes more advanced and customers become smarter. While UX mainly focuses on users, CX focuses on both users and customers that makes it a valuable design process. Thus, working on UX will definitely help you improve your CX than just merely working to improve your web design.

For more info, get in touch with our UX designers in Melbourne.

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