Experience. It’s a popular word in business. We use numerous acronyms and terms, like CX (customer experience), UX (user experience), PX (product experience), service experience, the experience economy, experience mapping, and a new cool kid — immersive experience. The list goes on, and these things matter: 32% of customers break up with a favorite brand after one poor experience and 70% of online businesses fail because of bad usability.
To paraphrase a Michael Jackson hit song, experience boils down to just one thing: it’s about the way your organization makes people feel. Whether they are interacting with your website, app, employees, services, or products – each interaction or touchpoint shapes their view of your brand. While researching for this blog, I’ve come across some fascinating insights. Who knew, for example, that wrap rage was a thing? And speaking as a Gen Z-er, are we too fixated on generational differences? I believe most people, regardless of their age, share the same baseline expectations of organizations.
It’s helpful, however, to understand the distinction between some elements that might appear a little blurred, like CX and UX. For a good explanation, we can turn, no less, to an official website of the United States government, which states:
Organizations need to transform the customer experience to achieve full flexibility between services and systems and create intuitive experiences that adapt to user needs instead of forcing them to adapt.