customer experience vs user experience

Customer Experience vs User Experience: Understanding the Difference

When it comes to building your website and providing the best possible customer service, it’s all about creating a positive experience that will help increase conversions, retain customers, and improve your brand reputation. You may refer to this experience as the “customer experience” or the “user experience”. However, these two types of experience are not actually the same thing. Knowing the differences between the two is very important. This is because by knowing the differences between customer experience vs user experience, you will be able to improve both.

What Is User Experience?

The user experience refers to how people interact with your product or service and their experience with it. For example, how a visitor interacts with your website refers to their user experience. If your pages load slowly and they leave without visiting more pages, then they had a bad user experience. However, if they spend a long time exploring your site’s different pages and engage in several ways, such as by filling out a form and signing up to an email list, there’s a good chance that they had a positive user experience.

Improving The User Experience

To improve your user experience, you need to focus on the four user experience elements: value, usability, adoptability, and desirability. Consider these four elements in the context of a website and how they affect the user experience:

  • Value – Does your website provide value to the user? If it’s nothing but advertisements for your products and services, then it probably doesn’t. However, a website full of informative and helpful content that is relevant to your brand and the user’s needs does.
  • Usability – How easy is it to use your website? For example, is your content organized so that visitors can find it easily? Do you have links to the major pages of your site clearly marked on your home page? Is it easy to contact you through your website? If your website isn’t easy to use, visitors will become frustrated, resulting in a poor user experience.
  • Adoptability – How easy is it for visitors to start using your website? Do pages load quickly? Is your website optimized for mobile devices? If they can’t even begin to use your site, their impression of your business will turn negative.
  • Desirability – How engaging is your website? If you have content that’s relevant and informative but has poor presentation, it’s not going to be very engaging. You can improve desirability by creating a variety of different content, using images and using an engaging personality in your writing.

Although these four elements are described in reference to a website, they can be used for any product or service.

Check out these 4 Tips for Leaving Lasting Impressions on Customers

What Is Customer Experience?

Whereas user experience refers to the experience using a product or service, the customer experience refers to the experience interacting with your brand as a whole. For example, this could include exploring your website, signing up to an email newsletter, downloading several eBooks, speaking with a sales associate, making a purchase, then continuing to engage with your brand post-purchase. Basically, the user experience factors into the overall customer experience.

Improving The Customer Experience

The following are some major elements that make up the customer experience:

  • Your customer serviceCustomer service includes any direct interactions users have with your brand, such as through a live chat feature, email, phone, text or social media. Your customer service reps need to engage in a friendly and helpful way, whatever channel they’re on. Remember that customer service doesn’t stop after you make the sale.
  • The sales process – The sales process should be convenient and painless for the user. Any issues they have, whether it’s with checking out, trying to use a promotional coupon, pricing issues and more, can hurt the customer experience.
  • Your marketing efforts – How you market your products and services to a user affects their customer experience. If they find that your attempts to engage them are overly promotional or not relevant to their needs, they may become annoyed. That’s why it’s important to know who your audience is and only engage in a relevant manner.
  • The user experience – The user experience with your product or service has a big impact on their overall customer experience.

One thing to keep in mind — a customer might have a good user experience with your product, but that doesn’t mean they’ve had a positive customer experience. For example, they can like your product but dislike the quality of your customer service. Because of this, it’s important that you focus on providing both a positive user experience and overall customer experience.

Understanding the difference between the customer experience vs user experience will allow you to improve both. By thinking that they’re the same, one or both are likely to suffer. Although they differ, the two work together to improve the customer’s overall experience.

30 Greatest Lead Generation Tips
mobile optimized website

The Importance of Having a Mobile Optimized Website

More and more people are using mobile devices, such as smartphones and tablets, to surf the web. At this point in time, more people are using their mobile devices to perform searches than they’re using computers. Roughly 60 percent of organic search engine visits occur on mobile devices in the U.S., according to Statista. This means that if you have a website, then you should consider optimizing it for mobile use. In fact, not having a mobile optimized site could actually be detrimental to your marketing efforts.

What is a Mobile Optimized Website?

You need to understand the differences between a mobile friendly site and a mobile optimized site. A mobile friendly website accurately displays on smaller screens. It usually appears as a smaller version, although it may not always work perfectly on touchscreen tablets. It should, however, still be functional. Mobile friendly websites also have features such as text-based phone numbers or email addresses that can trigger direct calls or email messages via mobile devices or slideshows and image rotators that function without Flash support.

While a mobile friendly site helps ensure your site functions on mobile devices, mobile optimization goes a step further. A mobile optimized site reformats itself for mobile devices. It not only makes sure to properly display on smaller screens, but also makes the site much easier to navigate. It reformats content, displays larger navigation buttons and optimizes images according to screen size.

The Benefits of a Mobile Optimized Website

Responsive design helps ensure the mobile optimization of your website. This tends to cost more to develop, but it ensures the mobile optimization of every aspect of your website. This will provide significant benefits over the long run. The following benefits result from a mobile optimized website:

Improve your user experience

User experience is essential. If you don’t provide a good user experience, visitors will leave and they won’t return. The mobile experience is much different from the computer experience. Visitors need to be able to read your web pages with ease, click links without zooming in, and navigate your site on a smaller screen. Without mobile optimization, users often struggle to read or navigate websites on mobile devices.

Improve website speed

When you optimize your website to meet mobile standards, then your website should load quickly. Websites that aren’t properly optimized for mobile often take a while to load, especially when they use Flash elements. Mobile users simply aren’t going to spend time on your site if they can’t get your pages to load. By improving the speed of your site, you’re more likely to keep visitors on your site for longer periods.

Increase user engagement

A mobile optimized website increases the likelihood of engaging your visitors. This is because visitors will spend more time on your site navigating through content. They will also be able to interact with your site, whether it be by liking content, clicking on CTAs, or even contributing to your comment sections.

Learn more about mobile with these 6 Mobile Marketing Tips

Increase average time on site

When you provide a good user experience to mobile users, they will end up spending more time on your website. The longer they spend on your site, the more likely they are to convert or return again later.

Improve your mobile SEO

A few years ago, your mobile SEO wouldn’t affect your regular SEO. However, due to how many mobile users there are now, Google has begun factoring a website’s mobile SEO into their regular SEO. This means that if you don’t have a website that’s optimized for mobile use, it will actually hurt your SEO.

Attract more local customers

Mobile SEO is extremely important to local SEO. Many people will perform search queries on the go when they are looking for a specific business. These people want to buy. If they are near your physical location and they find your website while doing a mobile search, they’re more likely to drop in and make a purchase. Poor mobile SEO will translate to poor local SEO, thereby potentially hurting your ability to attract local customers.

Grow Your Business With Mobile Optimization

Considering how many people use mobile devices to perform search queries and explore the web, the importance of a mobile optimized website can’t be overstated. If you do not optimize your website design for mobile use, you risk losing a significant part of your target audience.

25 Website Must Haves
lasting impressions

4 Tips on How to Leave Lasting Impressions on Customers

If you want to leave lasting impressions on your customers, you have to do more than sell them a service. Making their experience with your brand comfortable and enjoyable keeps them coming back over and over again. Giving customers individual attention and making them feel like you truly care about their needs will help them remember your business the next time they need your services. When it comes to leaving positive lasting impressions, the job does not end once they’re loyal to your business. You have to continue giving them positive experiences every time you’re in contact. Keep the following four tips in mind when interacting with your customers.

1. Don’t be afraid to get personal

While it’s important to focus on getting business done with customers, you should also take some time to personalize your conversations with them. Instead of jumping straight into the task at hand, first try to find out more about them as an individual. Ask them about their day and see if you can find a personal connection with them. Creating this bond with a customer will help them feel comfortable coming to you with their business needs, rather than going to a competitor.

Making personal connections with customers also shows them that your company is genuinely interested in them. Showing them your authenticity and desire to connect with them helps establish a strong level of trust. Remember, this relationship is a two way street. Let the customer get to know you and your business while you get to know them.

Learn how you can connect with your audience through organic marketing.

2. Stay in touch

You want your customer to keep your business in mind long after your last interaction with them. This means regularly following up with them. Some ways you can keep up to date with them include weekly newsletters, customer appreciation emails and social media updates.

Making yourself available on social media is especially important. It reassures customers that they can easily reach you if they have any questions or concerns. Interacting with customers on social media is another way to convince them that your business values its customers.

3. Adapt to different styles of communication

Not every customer communicates in the same way. Some may be very straightforward and to the point, leaving little time for personal conversation or anything off topic. Other customers may prefer more casual conversation and want to chat on a personal level before addressing the business at hand. No matter how your customer prefers to communicate, you must be willing to adapt to accommodate them. If you talk to every customer in the same manner, they may struggle to connect with you and it might not leave the impression you’re aiming for.

4. Show customers you respect them

They say the customer is always right, but in some cases that simply is not true. When helping a customer, letting them know when they’re wrong in a respectful way shows you truly care about helping them get the best results. If you guide them to the solution, they’ll remember how helpful you were the next time they need your services. It’s crucial to be honest and direct with customers so they can trust your brand.

If it’s a matter of differing opinions, there may be no right or wrong answer. In this case, it’s important to respect the customer’s opinion, even if you disagree with it. Customers may not remember the exact topic you disagreed on, but they will remember if you treated them with kindness and respect. In the future, they may choose your brand because they know they can trust you to be authentic.


If you want to leave positive lasting impressions on customers, it’s essential to keep these 4 tips in mind. Personalizing your interactions and going above and beyond for each customer will help them remember you whenever they need your products or services. If you make your customer feel comfortable and respected, you can be sure you left them with the best possible impression of your brand.

30 Greatest Lead Generation Tips


internet marketing strategy

5 Ways to Update Your Internet Marketing Strategy in 2020

The end of the year is quickly approaching. This means that you should take time to review the progress of your marketing efforts this year. You should also think about adjusting your internet marketing strategy and improving upon it. Even if your internet marketing strategy was successful this year, there are always ways you can improve. This is especially true when you consider how quickly internet marketing evolves and changes. With that in mind, the following are five ways that you should consider updating your internet marketing strategy for next year:

1. Update Your Web Design

Your web design has a big impact on whether visitors will stay on your website and continue to explore. The thing is, many businesses don’t update their web design for years. What might have been considered a cutting edge web design three or four years ago may be significantly outdated now. Your website should be easy to read and easy to navigate on both desktop and mobile. As a result, modern web designs tend to go with a cleaner, more minimalistic approach. Take a look at the websites from some of your competitors or from other businesses within your industry to see what they’re doing. If it’s been more than a year or two since you last updated your web design, there’s a good chance that it could do with a few improvements.

2. Personalize Your Email Marketing Efforts

Email marketing might be an old internet marketing strategy, but it’s certainly not an outdated one. Email marketing is one of the most cost-effective ways to not only nurture your leads, but to continue building relationships with existing customers. Be sure to segment your email lists based on the personal data and user behavior data you have access to so that you can personalize your emails more effectively. The more personalized your emails are, the more relevant they’ll be.

Check out our article: Email Opening Lines That Actually Work

3. Make Better Use Of Social Media

A lot of companies have social media pages, but they don’t do anything with them. Use your social pages to your advantage. Link new content to your social pages. Encourage conversations about your brand or your industry by asking your followers questions. Contribute to conversations that are relevant to your brand. By engaging with your followers, you build brand trust.

While using social media to engage with your followers should be a priority, there are other ways that you can take advantage of social media as well. For example, find influencers within your industry and connect with them. Building relationships with influencers can expose you to even bigger audiences and can help to boost your reputation.

4. Create New Content

New forms of content catch on quickly. Because of this, don’t limit yourself to just writing blog articles. While you should certainly continue with your existing content marketing tactics if they’re working for you, you should also look to vary your content. For example, if you haven’t started creating video content yet, then there’s a good chance you’re already falling behind the competition. If you don’t have the resources to create high-quality video content, consider recording podcasts.

Creating new content in a variety of formats will help to extend your reach and will go a long way towards building your brand authority. You may even want to source some of your content from your users. Consumers often connect more with user-generated content, after all. You can do this by holding contests on social media and awarding prizes to the best user-generated content (such as the best picture submitted on Instagram or the best video on YouTube).

5. Continue Finding Ways To Improve SEO

One of the most common online marketing mistakes people make is to assume that once they optimize their content for SEO, that they no longer have to worry about it. However, SEO optimization should be continuous. You should continue doing keyword research in order to optimize new content that you publish. You should monitor your page speed and improve it when it slows down. Also, work on off-page SEO, such as earning backlinks from respectable sources (such as by getting influencers to share links to your content). Remember that SEO isn’t just about optimizing your website. Your SEO strategy will only improve if you compliment it with your content marketing and social media strategies.

When it comes to your internet marketing strategy, it’s important to take note of what worked and what didn’t at the end of every year. Focus on improving marketing efforts that you feel fell short of expectations or of the goals you set. Even if you’re happy with how your marketing strategy performed, look for possibilities for improvement. As such, keep these five ways to improve your internet marketing strategy in mind for 2020.

The Rising Importance of Voice Search Marketing

Search marketing has long been a primary focus in the marketing strategies of many businesses. A good search engine optimization (SEO) strategy can help increase your website’s exposure and bring in more organic traffic from search engines. However, as technology has advanced, search engines have as well. Keywords are not the only way that users perform search queries anymore. Voice search is quickly becoming a priority for search engines, especially with the rising popularity of virtual assistants, such as Alexa and Siri. As such, you will need to adapt your search marketing strategy to include a voice search strategy.

Why is Voice Search Marketing So Important?

Voice search makes searching the web much more convenient for customers. It takes far less time to ask a question vocally than it does to type it into a search bar. Voice search isn’t perfect, but it has improved significantly year by year and will only continue improving. It’s estimated that 65 percent of consumers between the ages of 25 and 49 use voice search-activated devices at least once a day. It’s also estimated that roughly half of all searches will be voice searches by next year.

On top of this, mobile optimization has become a must as a result of Google’s decision to rank pages based on the mobile version of a site instead of the desktop version. While typing in search queries on a computer is relatively easy, it’s more challenging on a smartphone, which is why consumers generally use their phones for voice search more often. By optimizing for voice search, you’ll be optimizing for your mobile audience as a direct result.

Tips On Optimizing Your Strategy For Voice Search

The following are a few essential tips on how to optimize your search marketing strategy for voice search:

  • Use language that sounds natural

    Voice search allows users to speak like they do in their daily lives. This means that the language being used to perform search queries is going to be more natural. When writing content, write using natural language and avoid sounding overly formal, if possible. This greatly improves your chances of being matched to their voice search query.

  • Use questions throughout your content

    Try to incorporate questions that users might have as part of your content. Many businesses are formatting their content’s headers as questions. This will help improve the chances of your content being matched with user voice search queries. For example, if they ask, “How do I get a wine stain out of my carpet?” and you have the header, “How do you get wine stains out of your carpet?” in a blog post on stain removal methods, your post is more likely to come up.

  • Consider user intent

    You can’t solely focus on keywords and hope that they will match. You have to consider the intent of the user in order to write high-quality content that’s relevant to their needs. Doing so will allow your content to be inherently optimized for voice search.

  • Use long-tail keywords

    When a user types in a query on Google, they tend to type in as little as possible. For example, if they are looking for a local plumbing service, they will likely type in “plumber” or “plumber” + their location. However, when performing a voice search, they will say something like, “I need a plumber near me in Detroit.” It’s more convenient to speak longer sentences than to type them. However, this means that you should focus on long-tail keywords more than single-word or small phrase keywords.

Learn more about keywords and SEO: Are Keywords Still Required To Increase SEO Rankings?

  • Make sure your site is mobile-friendly

    Because voice search is primarily used on mobile devices, you need to make sure that your website is mobile-friendly. There’s no point in attracting leads through voice search if they’re going to leave your site immediately because of a lack of responsiveness. Use responsive design to ensure that your site displays properly on small screens. Make sure your website loads quickly as well.

  • Optimize local SEO

    A large number of voice searches are going to be local. Customers who are out and about will perform voice searches while they are doing other tasks as they search for a specific business in their area. By optimizing for local search, you’ll not only have a better chance at attracting such customers, but you’ll be able to provide instant results so that they don’t necessarily need to visit your site. Submit your NAP (name, address, phone number) to local listings and set up a Google My Business listing to optimize for local SEO.

It’s no secret that voice search is the future. Begin optimizing your website for voice search marketing today or you’ll find yourself falling behind the times — and your competition — as a result.

marketing optimization

A Guide to Successful Marketing Optimization

Trying to manage all of your marketing efforts can be a time-consuming process. There are only so many hours in a day and if you have a robust marketing strategy, then finding time to perform basic marketing tasks can be challenging. It’s why marketing optimization is so important. The idea of marketing optimization is to improve the efficiency of your marketing efforts and maximize your desired outcomes. Effective marketing optimization can help make your strategy easier to manage and more successful to boot. The following guide lists the steps you need to follow to begin utilizing marketing optimization.

1. Analyze Your Marketing Data

You’re not going to be able to optimize your marketing efforts if you’re unable to identify existing issues and challenges facing your marketing process. Collect and analyze data about your current campaign and website performances in order to identify various weaknesses and/or inefficiencies within your marketing strategy. For example, maybe your email list grows at a sufficient rate, but email open-rates seem to be going down. Or maybe your social media follower numbers are growing, but your web traffic isn’t.

2. Identify What Issues Need Addressing

After analyzing your data, determine what areas could benefit most from marketing optimization. There are a few common ones to consider.

  • Advertising

    Narrow down your audience by identifying your business’s buyer personas. When you have a detailed description of your ideal customer, you can focus your ad campaigns on the correct audience. When you’re reaching the right people, you no longer need to worry about wasting money on failed campaigns.

  • Landing Pages

    If your landing pages are not generating traffic or leads, you need to look into ways to optimize them. Your social media, SEO and paid advertising should all be leading back to your landing pages. Review each page’s copy and see if it relays the correct message you want your audience to see. If your copy does not align with your company goals and values, visitors will get the wrong message. Additionally, rethink your layout and design, including font, colors and images. You can use different CTAs to test what your audience responds most positively to.

  • Emails

    Your email audience is important because you already know they opted in to hear from you. You want to keep them engaged and interested in your business. You need to optimize all aspects of your email campaigns, including times sent, layout, copy and audience. Look into automation tools that will help.

Learn more about understanding email metrics: Email Marketing Metrics You Should Keep in Mind and What They Mean

3. Determine Automation Opportunities

In addition to identifying issues that need to be addressed in your marketing strategy, marketing optimization also allows you to identify opportunities for marketing automation. Automating certain processes can help improve results by speeding up the completion of tasks and improve accuracy by minimizing errors. The use of automation also helps cut down on tedious, time-consuming manually done tasks, therefore giving you and your team a significant amount of time to dedicate to more important jobs.

Take the previous email marketing example. You likely have customer emails that no longer exist, are no longer being used, or the recipients haven’t engaged with your brand for a long time. To remove them, you can implement an email validation (also referred to as email verification) automation tool. Such a tool can comb through your email list and automatically find non-responsive email addresses to remove. This gives you more time to focus on the content of your emails and tailor them toward the active recipients. It also takes the inactive recipients out of your analytics, giving you a more accurate representation of your email performances.

You can also use automation to segment your email list using the personal information you have from your recipients. Segmenting your email list can improve your ability to email relevant content to different recipients. This boosts your email open rate and improves the overall effectiveness of your email marketing strategy. Making your content more relevant to recipients means they’re less likely to ignore emails or unsubscribe from your email list.

4. Execute Your Plan

Optimizing your marketing strategy isn’t as easy as simply doing it. You need to obtain organization alignment, which means working with your team to prioritize responsibilities and inform the proper stakeholders. Certain stakeholders can provide insight into the process, after all. This helps you highlight the goals that you want to achieve. You also need to make sure that you have the resources to execute your plan. Your team may already have a plate full of responsibilities. You will need to efficiently manage who is responsible for what task and how they need to prioritize their work.

5. Continue To Optimize Your Marketing Efforts

Optimizing your marketing strategy may take some time depending on the resources at your disposal. However, once you finally execute your plan, you still need to continue optimizing your marketing strategy. There’s no guarantee that the changes you’ve made will be effective, after all. You’ll want to keep collecting and analyzing data so that you can continually find ways to further optimize your marketing efforts. You may discover that you missed more ways to optimize your marketing strategy. Odds are you’ll be implementing new tactics that will need to be optimized as well.

Marketing optimization allows you to pinpoint problem areas in your marketing strategy and to address them. Optimizing your marketing strategy also gives you the opportunity to obtain a big-picture view of your marketing efforts. This makes it easier to prioritize your tasks and ensure that you’re focusing on the most important tasks at hand.

30 Greatest Lead Generation Tips