What Clients Say About Working With Hexenmark
Unvarnished observations from business owners and team leaders who have been through a Hexenmark engagement.
Back to Home85+
Engagements
4.7
Avg. Client Rating
10+
Years Experience
92%
Return for 2nd Engagement
Direct from the Clients
Siriporn Phongpan
Boutique Hotel Owner · Patong
I came into the brand positioning workshop with low expectations, if I am honest. I had done a similar exercise with a different consultant two years earlier and walked away with a PDF I never looked at again. This time the session stayed practical throughout — Marcus kept redirecting us every time we drifted into abstract territory. The position statement we produced is the first one I have actually used.
April 2025
Thawatchai Kamthong
F&B Manager · Cherng Talay
The customer journey mapping engagement was useful in ways I did not expect. I thought I already knew where the friction was in our guest experience — it turned out I had only part of the picture. The staff interviews surfaced a couple of things I had no idea about. The map itself is now on the wall in our back office. One thing I would say: the timeline was slightly tighter than we anticipated, so make sure your team is available for the interview sessions before you start.
March 2025
Lena Vogel
Co-founder, Wellness Studio · Rawai
We used the service design working sessions to build out a new membership package. Four sessions over two months felt like a reasonable pace — enough time between sessions to think about what came up, but not so spread out that momentum was lost. The final document described the service in a way that neither my business partner nor I had managed to write ourselves, despite talking about it for months.
April 2025
Napat Pornwirat
Agency Director · Phuket Town
We brought Marcus in for a brand positioning workshop ahead of a rebrand project. The output fed directly into our designer brief and saved us at least two rounds of back-and-forth. Straightforward, no nonsense, and good at keeping a mixed group focused. The written summary was concise and accurate.
May 2025
Ratchanee Srisawat
Retail Brand Owner · Phuket
The journey mapping was thorough. I found it particularly useful that Nareerat handled the staff interviews — it meant my team spoke more candidly than they would have with me in the room. The friction points identified in the map were things I could act on relatively quickly. I did not expect the process to take quite as long as it did on our side, but the output was worth the coordination effort.
April 2025
James Hartley
Operations Lead · Surin Beach
We did the service design sessions to redesign our corporate retreat packages. The session format — one topic per session — kept things from sprawling. By session four we had covered everything that needed covering and the document we received at the end was genuinely complete. We shared it with three new staff members and they understood the offering without any additional briefing from us.
March 2025
Three Engagements in Detail
Challenge
A boutique tour operator with four years in business had developed three distinct products over time but had no clear statement of what connected them or who they were fundamentally for. Staff gave inconsistent descriptions of the business to prospective clients. Website copy had been rewritten twice without resolving the underlying question.
Engagement
Brand Positioning Workshop with the founder and two senior staff. Preparatory exercises sent in advance. One full day at the client's premises in Phuket Town. Session focused on identifying the distinct audience and the particular value the business delivered relative to its competition.
Outcome
A two-paragraph position statement and a short narrative document used to brief the business's new web designer. Staff reported more consistency in how they described the business within the first two months. The founder used the statement as the basis for a revised About section and a staff induction document.
"We finally had something we all agreed on. That had not happened before." — Founder
Challenge
A Phuket-based day spa had solid repeat business but struggled to convert first-time visitors into returning clients. The owner believed the issue was pricing but had no systematic evidence. Staff had different theories about where the relationship broke down.
Engagement
Two-week customer journey mapping engagement. Six staff interviews conducted on-site. Review of three months of booking records provided by the client. The resulting map covered 14 distinct touchpoints from initial search to post-visit follow-up.
Outcome
The map identified two significant friction points: the gap between booking confirmation and arrival (clients felt uncertain about what to bring and what to expect) and the absence of any structured post-visit contact. Both were addressable without additional cost. The owner described pricing as less of a factor after reviewing the findings.
"I thought I knew the problem. It turned out I was looking at the wrong part." — Spa Owner
Challenge
A professional training provider wanted to launch a new leadership development programme for mid-sized Thai businesses. The team had subject matter expertise but no clear structure for the offering. Internal discussions had been circling the same questions for months without producing a workable description.
Engagement
Four service design sessions over seven weeks with a team of five. Sessions covered programme scope, participant profile, session-by-session delivery flow, and supporting materials. Written summaries produced after each session; final composite document at close.
Outcome
A 14-page service document describing the programme in enough detail to brief a co-facilitator, a designer for the participant materials, and a sales conversation. The provider launched a pilot cohort six weeks after the engagement closed, with the document serving as the programme brief throughout.
"We went from talking about it to actually running it. That was the difference." — Programme Director
Reach the Hexenmark Office
Phone
+66 76 213 4859Address
64 Phang Nga Road, Talat Yai,
Phuket 83000, Thailand
Office Hours
Mon – Fri: 09:00 – 18:00
Sat: 10:00 – 14:00 (by appointment)
Member, AP Brand Strategy Forum
Professional body membership in brand and strategy practice since 2019.
Certified Service Design Practitioner
International methodology certification in service design and facilitation.
Registered in Phuket Province
Legally registered consulting practice operating from Talat Yai, Phuket.
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