SaaS businesses can get user and customer experience confused
Some may even think they’re the same
But one is part of the other
User experience deals with the way software works
How the user interface acts
Its features and aesthetic
User experience is tech-centric
Customer experience starts with user experience as its base
And then builds on it
It’s all about how we treat the customer
How we look after their needs
The conversation we have with them
And how we make them feel
Customer experience is human-centric
And this is why I was chatting with #CX expert @Alex Allwood, understanding the importance of empathy
It’s something #SaaS businesses often get very wrong, because they focus on their tech rather than understanding their people
Vendors in the same space have similar features and benefits
So the user experience will likely be similar
But get to know your people, and you can deliver a very different and far superior customer experience
Not only will it reduce your marketing costs and help you close more sales
It will also increase your customer lifetime value
And whether you’re in this for the long haul or planning to build and exit
That is one metric that you want to be as big as possible
#MrSaaSSays
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