What is Customer Experience (CX)? For real.

The purpose of Customer Experience (CX) is to understand your customers' needs and to satisfy them.

It is that simple! Just provide them with services or products they want!

When you manage to satisfy and delight customers, you build a strong and loyal customer base that supports your company's growth and success.

Our focus is your customers! Over the past 20 years, we specialised in building, managing, and improving digital communication channels, including e-commerce and cloud-based platforms. Always aiming for the most beneficial customer experience.

Better Service Equals More Money!!!

(always remember that)

 

 

If you ask ChapGPT "What is CX?", you will get terms like:

• Enhancing Customer Satisfaction
• Building Brand Loyalty
• Creating Competitive Advantage
• Increasing Customer Lifetime Value
• Encouraging Word-of-Mouth Referrals
• Reducing Customer Churn
• Gathering Valuable Feedback
• Improving Employee Morale and Engagement
• Facilitating Business Growth

Don't get me wrong, all of this is true, but let's talk in plain terms that everyone understands and avoid fancy and modern terminology. That's where being born in Southern Europe and not speaking English as the mother tongue gives you an advantage.

When you do any kind of business, whether you are selling products or services, you need to know whom are you selling to, right?

So, this is an imaginable persona(s) of your customer, or what is also called the target audience.

This person has a gender, is of a certain age, belongs to a certain salary bracket, behaves in a certain way, has different passions, has different fears (crucial to address these also!), has grown up with certain beliefs, etc. All of the above will determine how this customer will behave. So, our task is to fully understand your customer, determine the potential journeys he or she will take, and to address the needs they are having at this particular moment.

But what we are REALLY looking for is a GOAL BEYOND GOAL. The ultimate desired outcome, when all the pieces of the puzzle are put together.

Still with me? :)

Good.

Now, you must be wondering, this guy is showing off, a fake, making me read a lot of nonsense, I can't apply any of this to my business, etc.

As I play music for over 20 years, I can only say that music always sounds better when it is shared. Having said that, each project I ever participated in was never a solo act. It was always a team effort. And each time the team is taking a different shape.

The main principles are always the same, regardless of the business or the industry. And we (you and I) talk, and TALK A LOT. Why? Because like in every relationship, conversation is the key. We talk to understand your business. We talk to understand your offer. We talk to understand your target audience. We talk to understand your struggles. We talk to remove the obstacles.

And for the conversation to start in the first place, I will thoroughly listen to what you have to say.

And we should LOVE OUR ELEPHANTS IN THE ROOM. As our job is to send them home, together. When elephants leave the room, the space for value grows.

To increase the value of your offer, we need to work together on reducing the time delay and the effort & sacrifice needed to produce it. These two elements determine how valuable is this something to your customers. You may have the best something of something, but if it takes forever to produce it and the effort is high, the value of it is quite low.

So, what are the benefits for my business and me? Why do I need all of this? (I hear you ask silently)

And the answer is, you don't :) No one can or should make you into anything. But if you stayed with me all the way till here, I can assume that these words resonate with you.

Everyone likes to be taken care of. It feels good, supportive, and comforting. When your customers feel that you are taking care of them in the proper way, this builds trust. And trust brings loyalty. And loyalty increases the lifetime value. And over the lifetime, word-of-mouth becomes one of the most valuable assets of your business. And ultimately, you MAKE A LOT OF MONEY. Now you see why you might consider everything I am talking about? :)

"All of this is fine and clear, but I still don't fully understand what you do or what to do next."

The sentence above is something people often ask after having the initial conversation. And why is that? Because in a scenario of a business conversation, the human mind is trained to assume two things will most probably happen:

• I will now provide an out-of-the-box solution that magically solves everything
• I will now ask you to pay me for my time so that I can reveal "the secret"

Neither of these is true because I am no magician and why should you pay me when you neither know me, nor my team :) So to answer the question above, the next step is to build trust. Without any expectations. When you start to trust me and realise that I know what I am talking about, only then we can discuss financial transactions.

For sure you realised by now that I really love to talk :) And why not? People are social beings. You can learn a lot and become a better person just by having a quality and productive conversation. Wallah!

That's why I invite you for a call. You can write an email, or send a Whatsapp, or call, or make a billboard on Sheikh Zayed Road :) The last one would be quite cool :)

Tell us about your business, about yourself, where you struggle, what you want to improve, what is YOUR ULTIMATE DESIRED OUTCOME. Or just to say hi. Everything works.

 

 

Thank you for your time and talk to you soon, inshallah!