The Customer Experience and the User Experience

The Customer Experience and the User Experience
May 14th, 2009

As sites have become more complex, they’ve piled on content and functionality (more Value) which has made it more difficult for users to find what they need.

— Bruce Temkin, Navigation Plagues Web Experiences

Elliott Pesut clued me into a great blog called Customer Experience Matters by Bruce Temkin who is the Vice President & Principal Analyst at Forrester Research focusing on customer experience.  This blog focuses on digging up great nugget of information on the topic of customer experience, not unlike what I do here on my blog for user experience.  What I find most interesting is how the results in customer experience are also qualified in user experience…

In his blog Bruce hits on some areas of particular interest to me and most likely other user experience practitioners, these include but are not limited to the following:

  • Information overload vs simplicity in design and information architecture of websites online
  • Unconventional strategies in dealing with competition
  • Customer loss due to poor online experiences
  • Industry success rates and its correlation to investment in online experience

And that’s just to name a few on the first page.  I am still digging through his archives of previous posts and finding more great nuggets of information.  This is a great blog written by a very smart guy and I highly recommend you set aside some time to browse through it.  What’s written within these pages is going to be the business differentiator for the foreseeable future.

The bottom line?  What does customer experience have to do with user experience?  Everything.  Deliver on your brand promise online like you deliver on it offline.

About the author

Nick Finck is a user experience professional who has dabbled in the web for over a decade. He specializes in information architecture, interaction design, usability and user research. Read more

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