Pink Guava Consulting

11/11/2023

Wishing you a Diwali that sparkles with delightful experiences and customer satisfaction. Extending our heartfelt wishes for a Happy Diwali! Let's illuminate the journey of exceptional customer experiences together. 🌟🎊

21/09/2023

We are "Celebrating One Year" since the launch of the book"Understanding Customer Experience Management- Driving Customer Success!

It has been an incredible journey, and we thank everyone who provided their support, encouragement, feedback, and review, especially the kind thoughts on clarity about how the "CX" concepts can support journeys for more alignment of customers with work and companies.

Our endeavor with the book was to create a handy guide for "Customer Experience"- for startup entrepreneurs, CX practitioners, CXOs, and decision-makers to revisit the CX tools, practices for more focus and adoption of CX in their work and organizations. Limited clarity can create diversions.

"Customer Experience" can be an essential tool at every stage of organizational growth to create more sustainable, focused organizations that can create impact per their purpose.

We are glad it has resonated. In case you want to read the book; please order your copy from here
https://www.amazon.in/dp/B0BDMWFQFM

We are looking forward to your reviews, feedback, and thoughts always.
Rinku Bhardwaj Dr. Amrinder Kaur Dr Rachana Chowdhary

Understanding Customer Experience Management : Driving Customer Success

31/08/2023

03/08/2023

Over the years, we learned and explored that Customer Journey is dynamic and change basis the need, preferences, market trends, and even business decisions. For this, data and insights from diverse sources, touch-points, departments, etc., can support the journey mapping for continuous updations and improvement in customer experience by understanding customer pain points and behavior.

However, collecting data will need the necessary tools and the commitment to manage it, as different teams can have different perspectives, and data could also need a breakdown of those silos.

How are you managing your customer journey mapping?

To know more about Mapping, visit us at www.pinkguava.org
Book on "Understanding Customer Experience Management" https://lnkd.in/dtV7Hb3W

Rinku Bhardwaj
Dr. Amrinder Kaur

17/05/2023

mapping

Identifying Touchpoints in customer-journey mapping is vital before constructing and orchestrating the complete customer journey for greater engagement, brand loyalty, advocacy, and innovation.

A touchpoint is a customer's point of contact with the company or brand. It can be through an employee, a website, an advertisement, an app, and many such junctures when a company contacts its customer through its deliverables and engagement. The experience at touch points will affect the customer's perception of the brand and the company.

To create a journey map, identifying all the touch points and then optimizing crucial touchpoints can make a difference and is a vital step to utilizing and creating journey maps.
Few steps
1. Identify touch points where the customer connects with your company, product, deliverables, and information.
2. Identify goals for each touchpoint basis your customer needs and interest.
3. Give an impact rating basis your goal for touchpoint, and measure the effectiveness.
4. Quantify the gaps with the goals; you can even bucket the touchpoints as effective or ineffective.
5. Start creating and developing actions by walking in the customer's shoes, focusing on customer needs and interests.

Some touch-points can make or break your "experience" or overall "customer" goals. Have you identified the touch-points?

To know more about Mapping, visit us at www.pinkguava.org
Book on "Understanding Customer Experience Management", https://www.amazon.in/dp/B0BDMWFQFM

Rinku Bhardwaj
Dr. Amrinder Kaur

28/04/2023

As we outline some essential steps to create a journey map, we reiterate the importance of . Any organization start-up, mid-tier, or multimillion global organization can benefit from "CJM" constructed for different personas because it shall help them to

- Build their brand with customized services and products for greater customer satisfaction.

- Shall provide operational and strategic feedback for specific pointers to improve or innovate

- Innovation and greater engagement with various stakeholders

- Optimization of buying journey..., and many more..

Essentially, helps an organization know what customers think, feel, and do. Thus, it is an opportunity to understand product functionality, quality, or service deliverables, including timeliness, handling of customer queries, etc.

mapping, with its focus on various stakeholders, can support identifying touchpoints, emotions, pain points, level of satisfaction, and improvement opportunities.

To know more about Mapping can be learned by visiting us at www.pinkguava.org

Book on "Understanding Customer Experience Management" https://lnkd.in/dtV7Hb3W

Rinku Bhardwaj
Dr. Amrinder Kaur

Business Success through Customer Experience Management tools and techniques.We partner with small/medium businesses to aid growth and transform business through customized programs. Connect to us to write your customer success story.

12/04/2023

Mapping

To build a customer journey map - the first step is understanding one's objective for creating a journey map.

Step-1 of understanding and aligning your objectives for creating a journey map will identify the reasons and further set the direction for the activity. So, Step-1 clarify on - How creating a journey map help? And which goal are you trying to accomplish with it?

The next step is "Defining and creating the persona" of your target customers.
1. "Persona" is a customer's personality, character, or traits to create the map. The persona could be an individual customer or a profile which depicts most of the customer, or different profiles all clubbed into one. Review your objective again to see what serves your purpose the best.

2. You will need data from your analytics or the direct feedback collected from the conversations to create the persona. You can collect data through user-testing of your product or csat surveys. Social media, website- there are soo many avenues to collect data to support your journey mapping process further.

For instance, you want to create a journey map to improve your buying customer journey. And decide with one individual B2B- customer persona. Now you can collect data by asking yourself why the customer will prefer you.
-Is the customer understanding your USP when comparing it with other players?
- Are you communicating and are present where your target customer is present???....and so many more questions
This process is crucial to paving the way for the next step.

Keep watching for the next steps- and let us know what challenges you face while creating the journey maps.
More on Customer Journey Mapping is in the Book "Understanding Customer Experience Management" https://www.amazon.in/dp/B0BDMWFQFM

www.pinkguava.org

05/04/2023

Mapping

We keep getting queries on customer journey mapping and how to build it effectively for one's needs.
So here, for the next couple of weeks- we plan to talk and outline some important steps and how you can create a journey map.

The first step is defining the objective of "why" you want to create a journey map. How does it help? Which goal are you trying to accomplish with it? It could be solving friction at touch points for target customers, enhancing the customer buyer journey, improving a touch point interaction, or creating and understanding the user journey more to design products. What is it, and why do you want to do it?

This goal will simplify the process to answer these two questions further for you -
- What sort of information are you planning to gather with the Customer Journey Map?
- What kind of insights will you hope to gather from Customer Journey Map?

Keep tuned to know more in the coming weeks- or write to us at [email protected]

Customer Journey Mapping can be learned by visiting us at www.pinkguava.org
Book on "Understanding Customer Experience Management" https://www.amazon.in/dp/B0BDMWFQFM

15/03/2023

Insights from active listening, including thoughts, experiences, and opinions on your brand, can improve your business and customer engagement when you loop back with them to ascertain that they are heard and that they matter!

24/02/2023

17/02/2023

As a business owner or manager, you know that your blood and sweat have gone into designing and building that perfect product or service. Keeping your business alive and running has been challenging and ever-demanding. Acquiring new customers has been expensive and so time-consuming that It becomes even more critical to maintain hawk-eyed attention to existing customers. It is so crucial to converting our buyers into loyal brand advocates.

So here are five proven strategies you should NOT do to keep your customers loyal to you and also be your flagbearers and refer you:

1. Be COMPLACENT in customer service

2. NEGLECT your loyal customers

3. DON’T SEEK just TELL your customer

4. NO HUMAN connection

5. GHOST your customers

Building strong relationships with your customers is key to converting them into your advocates and having them spread the word about your business. Remember, it's not just about selling products or services – it's about creating meaningful experiences.

You can read a descriptive blog on our page for more https://www.pinkguava.org/customerexperienceblogs/how-to-lose-customer

08/02/2023

and the technological innovation to enhance value to customers and stakeholders shall create newer ways for us to learn, explore and collaborate. However, despite all the technological changes, AI, machine learning, and robots - the one thing decision-makers have to focus on increasingly is "Customer Centricity," which means human connection with employees, stakeholders, and customers!

So whichever solution you are adopting and creating needs to be built with a focus on enhancing human connections!

How are you adapting to the changes? What are you creating to enhance the human connection in your organization? Comment below or let us know by writing to us at [email protected]

www.pinkguava.org

Rinku Bhardwaj
Dr. Amrinder Kaur

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