What Clients Say About Working With Aravelle
Feedback and stories from service businesses across Northern Thailand who have worked with us on customer journey mapping and experience improvement.
Back to HomeIn Their Own Words
Siriporn Kanchana
Guesthouse Owner, Chiang Mai Old City
We did the Customer Journey Session in April. I was not sure what to expect — I thought it would be a consultant telling us what we were doing wrong. It was nothing like that. Nalinee spent the first hour just listening to how we describe our guests and our days. The map she produced afterwards was something I could put on the wall in my office and actually refer to. We made two small changes to how we handle check-in and follow-up messages, and the difference was noticeable.
May 2025 · Customer Journey Session
Woraphon Tantiwat
Operations Manager, Retail Group, Chiang Rai
We engaged Aravelle for the Experience Improvement Project across two of our branches. The process took about five weeks in the end, slightly longer than planned because we kept finding more to talk about during the sessions. The touchpoint guidelines they produced are practical and written in a way that our branch managers can actually use in team briefings. The one thing I'd note is that it works best if you come in with some patience — this is not a quick fix.
April 2025 · Experience Improvement Project
Pattariya Lertnakorn
Wellness Studio Owner, Nimman Area
I've been working with Aravelle on the advisory arrangement for three months. The monthly sessions have become something I look forward to — it's a chance to step back and think about customer patterns with someone who is not emotionally invested in the day-to-day. The written notes afterwards are concise and useful. It's not cheap but it's the right kind of support for where we are as a business.
May 2025 · Customer Experience Advisory
Arthit Phomchai
Restaurant Owner, Chiang Mai
The journey session gave us something we had never had before — a clear picture of how a customer actually experiences dining with us, from the moment they find us online to how they feel when they leave. Some of the friction points were obvious once someone said them out loud. The improvement list was realistic, not aspirational. We've ticked off three of the five suggestions.
May 2025 · Customer Journey Session
Natchaya Sawatdikul
Co-Founder, Professional Services Firm
We started with the Journey Session to see if it was worth going further. It was thorough and the team engagement surprised me — our staff were more candid in the session than I expected. The follow-up from Thanakrit was prompt. We are now in the second month of the advisory and I feel like we have a steadier view of what our clients are experiencing.
April 2025 · Journey Session + Advisory
Kanokwan Wattanasin
Boutique Hotel Manager, Mae Rim
Very useful experience. The improvement project helped us rethink how we handle the pre-arrival touchpoint, which had been generating anxiety rather than anticipation. The rollout document was practical. I would have liked the process to move a bit faster at times, but the quality of the final outputs was good and our team found the sessions useful in themselves.
May 2025 · Experience Improvement Project
What the Work Looked Like in Practice
Guesthouse in Chiang Mai Old City
The Situation
A twelve-room guesthouse with strong repeat visitors was noticing that first-time guests were not converting to return stays at the same rate. The owner had a sense that something in the early part of the experience was not landing, but could not pinpoint it.
What We Did
Customer Journey Session with the owner and two front-desk staff. We walked through the full arc from online discovery to post-stay communication, noting where the experience felt warm and where it became transactional. Produced a journey map and a short list of suggested adjustments.
What Changed
Three months on, the owner noted an increase in guests who mentioned their stay in online reviews — up from roughly one in eight to one in four. The check-in process was adjusted and a post-stay message was introduced. Session completed in one day, with the map delivered within a week.
"I knew something was off. I just needed someone to help me see it clearly."
— Siriporn K., Guesthouse Owner
Multi-Branch Retail Business, Chiang Rai
The Situation
A small retail group with two branches was receiving inconsistent customer feedback — one branch regularly praised, the other generating frustration. The operations manager suspected the issue was in the enquiry and post-purchase touchpoints, not product quality.
What We Did
Experience Improvement Project over five weeks, focusing on three touchpoints: first contact, in-store communication, and follow-up after purchase. We ran sessions with both branch teams separately, tested small adjustments, and produced a set of touchpoint guidelines and a simple rollout plan.
What Changed
The guidelines were adopted by both branches within two weeks of delivery. The operations manager reported that negative feedback related to the enquiry and follow-up touchpoints had largely stopped within six weeks. The second branch's review scores improved noticeably over the following quarter.
"The guidelines are now part of how we brief new staff. That was not something I expected to come out of this."
— Woraphon T., Operations Manager
Wellness Studio, Nimman Road Area
The Situation
A growing wellness studio with a loyal core client base was expanding its offering. The owner wanted to keep the experience feeling personal as the business grew, and recognised that without structure, the quality of the customer experience could drift as new staff joined.
What We Did
Ongoing advisory arrangement, now in its fourth month. Monthly sessions review customer feedback patterns, discuss what is changing in the experience as the business evolves, and produce written notes that the owner uses in team conversations. Focus shifts month by month based on what is most relevant.
What Changed
The owner now has a regular cadence for thinking about customer experience, rather than only addressing it reactively. Two members of staff have taken on specific roles related to client communication. The advisory has become a standard part of the business's planning rhythm.
"Having a regular outside perspective has changed how I think about the business. I'd not go back to not having it."
— Pattariya L., Studio Owner
Get in Touch
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45 Thanon Tha Phae
Chang Khlan, Chiang Mai 50100
Monday – Friday, 9:00 – 17:30 (ICT)
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Send a MessagePractice in Numbers
80+
Businesses engaged across Northern Thailand
4.7
Average client satisfaction rating out of 5
12
Years of combined service experience in the team
3
Professional recognitions in the past two years
Thailand Service Quality Recognition
Northern Thailand Business Network · 2024
CX Professional Development
Asia-Pacific CX Forum · 2023
Chiang Mai Business Advisory Member
Chiang Mai Chamber of Commerce · 2022–present
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