Customer Experience Management (CXM)-END TO END SOLUTION

CUSTOMER EXPERIENCE STRATEGY & VISION

Create exceptional customer journey and transform your customer experience through complete solutions offered by us.

If you see customer success as a challenge in your business and are always firefighting, it is time you change your stance from being a laggard to a leader.

Pink Guava uses best practices like

• Customer Journey Mapping,

• Customer Experience Maturity Assessment,

• Mystery Shopping,

• Client Survey etc

and provide you a detailed insight into the opportunity areas with a clear strategy and vision to enhance your customer success program.

Our team partners with you in this mission and perform an in-depth review in a three-pronged approach of your Process, People, and Technology.

We make sure it is not a one size fits all model but a very specific Customized Program specifically for your business needs.

Customer Experience Management (CXM)- A STEP AT A TIME

A. CUSTOMER EXPERIENCE MATURITY ASSESSMENT (CxMAM)

• How do we find where we want to be unless we know where we stand!

That’s exactly where we help you ‘Know where you stand’ through a simple evaluation tool that has questions pointing specifically to the customer engagement standard framework.

Before we take the survey we ensure there is the right sampling that involves relevant employees, stakeholders, customers, leadership, etc. This is comprehensive and at the same time crisp enough to provide you with outcomes on where your current level is and what specific opportunities to mature further in the process.

B. INTERNAL CUSTOMER (EMPLOYEE ) EXPERIENCE

Employees, internal customers for organizations, are taken for granted and overlooked with
resource and energy focused externally, the end customer.

Employee Experience (EX) is a perception that employee draws throughout the journey, at every interaction point, with the organization.

In a global value chain that serves the client, every employee or stakeholder plays a crucial
role in driving business through efficiencies and has to be aligned in thought process from
the front to the back end of the processes. Our Employee Experience (EX) program focus on Employee Centricity one single objective "To Drive Exceptional Employee Experience " which in turn Boosts the Overall Customer Experience.

C. CUSTOMER FEEDBACK ASSESSMENT (FOR B2B AND B2C BUSINESS)

We take customized approaches to understand/map your customer's and other stakeholders’ preferences, engagement, attitudes, loyalty, satisfaction, and behavior.

It’s an invaluable tool, and we use it to provide objective information that you can use to craft Customer Strategy, Customer Experience, Product innovation, marketing programs, etc for greater business outcomes and their Success.

We follow 4D (Discover, Define, Design, and Delivery ) approach for Consumer Research while collecting data through Individual Interviews, Focus groups, and Online or Telephonic Surveys.

We work with you to make CSAT a more relevant tool that shows positive trends in your business with greater customer success.

We design comprehensive Csat programs utilizing Customer Lifetime Value (CLV), Customer Effort Score (CES), NPS (Net promoter score), etc to assess expectation/experience deliverables, advocacy with a focus on Emotional Drivers to purchase like Trustworthiness; respect; empathy, etc.

D. STAKEHOLDER ENGAGEMENT

Stakeholder Engagement research is done to evaluate engagement and develop a stakeholder management strategy for effectively managing stakeholders - Customers, Employees, Channel Partners, and others in an organization/project. 

At Pink Guava Consulting we engage with your organization to understand the business dynamics and structure a study to map stakeholders’ needs, expectations, engagement, and actual experiences for your success.

We do it by,

1. Stakeholder mapping through a thorough stakeholder analysis to identify key stakeholders by identifying and examining key factors demographics, interest in the organization/ project, needs and concerns, expectations, and so forth.

2. Determining the influence of the stakeholder on the organization/project which can be high, medium, or low predicting and indicating the ability of the stakeholder to change project outcomes.

3. Identifying the triggers for effective engagement for a positive outcome.

It’s important to identify and engage with stakeholders to create opportunities and positive perceptions for the organization/project.