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.

My focus is your customers! Over the past 20 years, I 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)

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, my 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.

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)

Over the years, I have focused my expertise on the digital playground. To build and improve digital communication channels. The goal is to make your business scalable so that it can grow healthily and to have the most beneficial customer experience.

• Web sites/apps development and improvement
• E-commerce development and improvement
• Cloud-based solutions development and improvement
• Technical project/program management
• Training and education
• Digital marketing & UGC
• Copywriting & Communication

In today’s business, it is often not required to define clear boundaries and labels between the digital components within your ecosystem. As with the progress of technologies and best practices, those components interconnect. Having said that, the below-listed provided services often share purpose, benefits, and functionalities.

So, it always ends up with one (or more than one) of these questions: What is your offer? / How do you offer? / To whom you offer?

After a decade-long process of gathering and nurturing knowledge and experience within the GCC region, I have founded a company called Improve CX. The name says it all 🙂 Its focus is people-oriented (customers and employees) because without people there is no business. Its ethos and business model are deeply rooted in transparent communication, human relationships, and common sense. As a founder with the BCorp background, my company leverages the innovative methodology of applying techniques of personal life improvement to business. Or to put it simply, flavouring work with philosophy 🙂

Download the Problem.ae app and connect with Nemanja now!

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Nemanja Stanković – Founder of Improve CX

• Specialty: Leading large teams and pioneering in global customer experience, his blend of technical expertise and social skills drives exceptional digital strategies and client outcomes.
• Languages: English, Serbian, German
• Book an Appointment: https://problemae.page.link/Wy5c