August 24, 2020

User Experience and Customer Experience

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Syberry

The Difference between User Experience and Customer Experience

There is a lot of content online about the importance of user experience in software development and brand reputation. The general consensus is that user experience directly affects the subscriber or customer retention rate, the amount of money people are willing to pay for something, and the likelihood of users referring friends and family, among other important factors that directly affect the product’s success and the brand’s bottom line.

At Syberry, we recognize the importance of user experience, and like some other development companies, we pride ourselves on our fantastic UI and UX designers and planners. They have years of experience, unique qualifications, and innovative perspectives and approaches.

And yet, no matter how critical user experience is, we know there’s something more important: customer experience. What’s the difference? User experience refers to the ease of use of a website or application — how sleek and navigable it is — while customer experience refers to the overall experience a customer has with the company, from sales representatives to app navigation to support to billing.

If both experiences are poor, there is no hope for a project or company. More importantly, while a great user experience is doomed without a good or better customer experience, a good customer experience can be had even when the user experience is subpar.

Think about it: have you ever been in a situation as a customer where you were told you had to be inconvenienced because of some technology failure? In the situations where the customer experience was still good, great, or outstanding, you forgave them for the technology failure and were patient with them, assuming that they were truly dedicated to serving you any way they could. Compare that experience to one where the technology worked just fine, but when you needed help, the customer service representative was rude, short, or even hostile — assuming you could even get someone on the phone. What did you assume about the company as a whole? Did it matter what the user experience was? No, in fact, in the case of a poor customer experience, any technology failure only becomes confirmation and damning evidence of the company’s perceived ineptitude.

To be blunt, there is no reason to care about your brand’s or product’s user experience the customer experience is falling short. Without great customer experience, nothing else will matter, as customers won’t stick around long enough to notice. Customer experience is a feeling that cannot be measured. It is subjective, but we all know how frustrating poor customer experience is, and some of us can recognize when it’s great. I know I try to show appreciation whenever I experience great customer service, as it makes me feel important and valued as a customer.

If you are familiar with the material and media I produce independent of Syberry, you know I place a very large emphasis on the role of feelings in decision making. I try to understanding this role as well as I can, not just so I can see it at play around me in my social environment, but so I can understand the root causes of my feelings and use that information to make more informed and better decisions.

What contributes to great customer experience? I believe, patience, empathy, and a true desire to help are the cornerstones. I also believe that being authentic is an important element of customer experience — especially in salespeople. A good customer experience occurs when employees are authentic in their words and behaviors, when they keep their promises, when they speak up when they see a problem, and when they endeavor to improve every situation for their customers.

Because of my own focus on emotions and decision making as part of the customer experience, I take my responsibilities seriously in representing a company that understands how important the customer experience is and builds internal technology and systems that support the customer experience, not detract from it. If my influence and likability as a sales representative is built around my own authenticity and desire to help others, then I need to represent a company that follows through on the implied promise of the relationship that I foster. In other words, as a salesperson, my success is truly dependent on making sure that the people and company I represent are carrying through on the promises I am making, both spoken and unspoken. If customers perceive that I am representing something falsely, my reputation and the company’s will take a hit, and success will be much harder to come by.

I have worked with several companies over my thirty years in business consulting, and when I decided to join the Syberry family, it was only after I had evaluated several different software development companies. What I was looking for primarily was a company that understood that no amount of money buys bad behavior, that believed integrity is something we personally live with, and that regarded the customer relationship as the core of a great business. To me, these principles almost guarantee an outstanding customer experience. As I spoke with the founders of the company, learned what was important to them, and asked tough questions, I realized that I was sitting with three like-minded people, who understood that a great customer experience is not only a path to success but ultimately the easier way to do business.

If you feel like I do, that customer service is the core of a great relationship, that integrity matters, that no amount of money buys bad behavior, that delivering on your promises is the most important thing you can do, and that without a great customer experience you cannot have a great user experience, then give us a call. I would love to introduce you to the team and answer any questions you may have.

August 24, 2020

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What our customers say about us

Syberry has provided satisfactory services thus far, and they are very responsive to any issues that arise. The team also possesses strong communication skills. They delivered a functional piece of software at a reasonable price, and they've managed the project very well.

Richard Harkness

CEO, ADEPT Driver

Elk Grove, CA

How we help ADEPT Driver Company

We developed a web-based driving simulator for teens and another for adults. The products run on Chromebooks, and the team added features that enable them to measure a driver's ability to avoid a crash.

Technologies used

I don't think you could find a better company to manage and build your project. I get so many compliments on my application, and it has a lot of unique and complex development.

Todd Surber

CEO, PIXRIT

Charleston, South Carolina

How we help PIXRIT Company

A photographer approached us to build a web-based software platform that combines the fastest social media manager with state-of-the-art galleries and provides the ultimate tool for photographers to upload, store, back up, and share their photos and manage their SMM activities.

Technologies used

The user-friendly software hasn’t encountered any issues or bugs in more than three years. It’s high quality has helped grow the clientele. Straightforward and consistent in communication, Syberry met every deadline and ensured a hassle-free development process.

Vince Hughes

Owner, Steel Estimating Solutions

Knoxville, TN

How we help Steel Estimating Solutions Company

Our client was inspired to create a product that helps steel erection companies perform faster, more efficient estimations and bids. We developed original proprietary software from the initial concept.

Technologies used

The new platform received positive feedback and performs better than its predecessor. Syberry communicated the project’s progress to their partners well by breaking down their steps and utilizing a management system. Most importantly, they delivered world-class service for a cost-efficient price.

Bill Fahy

Owner, FDI Creative Services

Houston, TX

How we help FDI Creative Services Company

Following strict regulations and requirements, we used AWS to develop a custom e-commerce web app that includes shipping integration. Since the site’s launch, the team has continued to make updates.

Technologies used

The application was delivered on time and within budget. Syberry explained their process thoroughly and accommodated to scope changes effortlessly. Their stellar project management, highly responsive communication, and proactive attitude set them apart.

Ricardo Casas

CEO, Fahrenheit Marketing

Austin, TX

How we help Fahrenheit Marketing Company

We developed a large, complex .NET application with various third-party integrations. The team built the software from scratch based on existing wireframes.

Technologies used

The end solution exceeded the client’s expectations. Syberry delivered high-quality products on time and at outstanding value. They provided frequent updates and repeatedly sought feedback at each stage. Customers can expect a highly experienced team that easily translates concepts into solutions.

Ruby Milkovic

Executive Director, Velicom

Austin, TX

How we help Velicom Company

Our team built video streaming software as a web and desktop app for a third-party client. We completed end-to-end development—from scoping to feedback cycles to QA—using PHP and Wowza Streaming Engine.

Technologies used

Syberry has successfully improved the frontend performance of the platform and continues to make thoughtful suggestions for enhancements. They have proven to be communicative and reliable, mitigating the common concerns of outsourced teams. Syberry remains mindful of business goals and client needs.

Cory Kowal

VP of Products, THG Energy Solutions

Tulsa, OK

How we help THG Energy Solutions Company

Taking over for another vendor, we served as the ongoing software engineering partner for an energy company’s cloud-based platform. The company provided scoping, development, testing, and deployment services.

Technologies used

The added team members sufficiently fulfilled the needs of the project. The product was successfully launched and has received positive feedback. Syberry continues to be a supportive partner in development. They provide an impressive team and their expertise fosters a smooth collaboration.

Chris Cox

CTO, MyMelo

Louisville, Kentucky

How we help MyMelo Company

We provided staff augmentation resources for a development project. The team contributed engineers to follow an established roadmap to perform updates and add features.

Technologies used

Syberry delivered a solid website that has become a database of close to 40 organizations. The team worked quickly and efficiently to get the website up and running, and they continue to invest their time into the project. Additionally, they have been a communicative partner.

David Snyder

Product Director, Covid Resource Network

West Orange, New Jersey

How we help Covid Resource Network Company

The company developed a website that serves as a database where organizations can find and donate to other organizations. Currently, the team is working on enhancing the website and fixing bugs.

Technologies used

When the system is up and running, it will save time for the internal team. Syberry was a patient partner, and they performed well throughout the collaboration.

Joyce Cubio

VP of Operations, Ernie's Mobile Home Transport

Yuba, California

How we help Ernie's Mobile Home Transport Company

The team built an information hub for a mobile home transport and permit service. After discussing the existing system and processes, we delivered a new structure for forms and data.

Technologies used

All deliverables have exceeded expectations and function properly once launched. The Syberry team is skilled in juggling multiple projects, and provide strong expertise in software development. Their dedication to the project has fostered continual success in the engagement.

John Fox

Executive VP, Fox Business Automation Solutions

Lakeland, Florida

How we help Fox Business Automation Solutions Company

Brought on as a third party, we supplied ongoing development services. The team work on multiple projects and deliver according to predetermined design specifications.

Technologies used

Contact us to learn more about how Syberry can help your business achieve its every goal!

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