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,
Client Survey etc
and provide you a detailed insight of the opportunity areas with a clear strategy and vison to enhance your customer success program.
Our team partners with you in this mission and perform a 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.
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!
Thats exactly where we help you ‘Know where you stand’ through a simple evaluation tool that has questions pointing specifically to customer engagement standard framework.
Before we take the survey we ensure there is 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 process.
B. INTERNAL CUSTOMER (EMPLOYEE ) EXPERIENCE
Employee, 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 a 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 JOURNEY MAPPING
We all realise in this fast paced life of today most of the decisions are quick and driven by ones emotional state and same goes for our customers. If you are loosing your customers or worried they will choose your competitor over you, its time you make that effort to understand your customer expectations and connect to their emotional state from start to end in the entire engagement. Pink Guava team specialises in customer journey maps. What you gain out of these result oriented workshops is
consistent understanding of customer and its needs,
build journey maps for different personas and
discover your moments of truth that you can focus for higher customer retention and improved customer loyalty or advocacy.