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Customer Experience vs User Experience
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Customer Experience (CX) is the sum total of all the interactions with your brand. It includes all: customer service, advertising, sales, brand reputation, pricing, product delivery, etc.
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User Experience (UX) is a subset of customer experience. It is focused on how people interact with your brand. It includes usability, interaction design, content strategy, user research etc.
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I love staying at this hotel. The service is wonderful and the spa is fabulous. I have a large room and a great view. Excellent service delivered with a smile.
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I can easily book my spa appointment
on line for the time I wanted. I love the fact that they sent me a reminder so I wasn’t late.
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My airline trip was terrible. I couldn’t get the seat I wanted, I had to check my luggage and wait in a long line at the counter. The flight was late and the flight attendants were unfriendly. On top of that they lost my luggage.
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I booked my ticket on line but I didn’t know how to upgrade or select my seat.
I couldn’t track my lost bag via the app. Thank goodness the bag showed up the next day. I am tired of wearing the
same clothes. Ugg.
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Fabulous restaurant experience. Loved the chef special. Service was great. Loved the ambiance and the surprise birthday cake was a nice touch. I am definitely coming back.
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I wasn’t able to book a table for 4 online at 7:00. The app offered me a table at 8:30. I called and got a table at 7:15
from the hostess. I also couldn’t figure
out how to ask for my special table near the window.
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For help with your CX and UX contact –
Darcy Bevelacqua
dbevelacqua@suitecx.com
917-520-0261
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