Customer Experience workshops Buljan&Partners
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New Customer Experience workshops to adapt to "new reality" post Covid-19

We've launched three new workshops to help you drive your customer experience strategy, focus on the priorities and connect with the new needs of your customers. #Recover   First workshop: RECONNECT  Connect with your customers…
Munich Re
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Partnership agreement with world´s leading reinsurer Munich Re to jointly drive customer experience in the insurance industry

Munich Re, one of the world’s leading reinsurers, and customer experience services provider Buljan & Partners Consulting have reached an agreement for a global partnership.   Munich Re’s Global Consulting Unit is driving…
customer personas

WHAT ARE CUSTOMER PERSONAS? GUIDE TO CREATE THEM CORRECTLY

Like other useful tools in Customer Experience methodologies, the creation of Customer Personas has become a fashion. This is a very positive trend for companies that do it well but means bad news for those that do it only to follow "the fashion…
Employee Experience crisis

5 RECOMMENDATIONS TO MAINTAIN AND STRENGTHEN EMPLOYEE EXPERIENCE DURING A GLOBAL CRISIS

Today, many companies are using the "shock therapy" that affects us all to return to "survival" mode, with a drastic and unpredictable effect on employees. On the one hand, this is completely understandable and reasonable, on the other hand,…
CONTINUOUS IMPROVEMENT
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CONTINUOUS IMPROVEMENT: Do you know where to start?

Defining the quality of a service and turn it into one without competition is not easy at all. But it is possible if you spend on time the best process of continuous improvement in your company. In a world with so many options and information,…
customer needs
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DIFFERENCE BETWEEN CUSTOMER NEEDS AND EXPECTATIONS

Are you sure you know well the needs and expectations of your customer? To detect the NEEDS AND EXPECTATIONS OF THE CUSTOMER has turned into the main objective of any company. However, at these times, detecting them has become a more complex…
customer centric leadership

CUSTOMER CENTRIC LEADERS: HOW ARE THEY AND WHAT DO THEY CONTRIBUTE WITH

The Chinese philosopher Lao Tzu said: “A leader is better when the people barely know he/she exists, when his/her work is done and the goal accomplished, they will say: We did it” This wise sentence sums up what a good leader shall be;…
coronavirus customer experience
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8 recommendations to keep calm and boost Customer Experience during a global crisis

In light of the global crisis motivated by Coronavirus and the vital challenges that we now face as a society, at Buljan&Partners we want to keep providing value and therefore share knowledge with our contacts network, doing as best as we…
hyperloop tren supersónico

HyperloopTT selects Buljan&Partners Consulting as a contribution partner for the development of the Customer Experience

We are delighted and proud! It is an honour and a great opportunity to be part of a project that will change the way we travel and enjoy the latest technological advances in mobility. HyperloopTT (Hyperloop Transportation Technologies) has placed…
Patient Experience

WHAT IS PATIENT EXPERIENCE? KEYS AND CHALLENGES

In this post, we are talking about the Patient Experience, also called Patient Centricity. The new focus on health care is looking to know and improve the global patient experience in health centers. As an interesting fact, Clínica Mayo has…
Emotional Intelligence in companies
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EMOTIONAL EXPERIENCE: THE BASE OF GOOD WORK IS NOT THE ONE YOU EXPECTED

If there is a factor that is and will differ us from robots that may substitute us in our jobs, is intelligence. Or more specifically, EMOTIONAL INTELLIGENCE. Do you use it in your work? Rosa is a very intelligent woman. She graduated…
Customer Happiness Director

CUSTOMER HAPPINESS DIRECTOR: WHEN HAPPINESS IS AN ESSENTIAL FEATURE

What is the Happiness Director? Happiness is the most desired state in the world. We want to be happy in our love life, when we are on vacation, with our friends, familiars and work colleagues, but what happens with clients? Do we even know…
project management

OUR EXPERIENCE IN PROJECT MANAGEMENT: LESSONS LEARNED AND BEST PRACTICES

We would like to share with you the clues that have worked for us regarding project management in our company. This is a reflection based on our experience that includes best practices and lessons learned and we hope you will be able to implement…
customer centric skills
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10 SKILLS TO BE A PROFESSIONAL ADAPTED TO THE CLIENT: 100% CUSTOMER CENTRIC

We believe we are not wrong if… We affirm that in any moment of the relations with your clients, you have felt frustrated, nervous or blocked. Maybe because you were not able to close a budget you prepared carefully. Or maybe because the…
working team
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WHICH ARE THE CHARACTERISTICS OF A GREAT WORKING TEAM?

Even though the individual skills of workers enhance the quality of a good working team, it is the unity of the team the characteristic that will help achieve better results.     What is teamwork? When we interview a…
experiencia empleado gestion talento

Employee Experience as driver for talent attraction and management

Recently many organizations that are not “born digital” face challenges to be an attractive employer for the most talented people. Strategies to attract and retain talent are going further than investing in recruiting and employer branding…
entorno vuca

What the VUCA environment is and how it affects companies

Volatility, constant changes, new challenges. Sound familiar? Surely the concept known as VUCA environment will be most useful to you. What is the VUCA environment? In the 1990s, American soldiers implemented a concept that, over time, would…
restaurant

The April Experience @Home

More than a year ago, challenged by Sampson Lee to write something about Customer Effort for SME’s, I wrote this article about it, taking a restaurant in the Madrid mountains as an example. I tried to prove that even for SME´s, evaluating…
nota de prensa BEX 2018

BEX 2018: Press release

The new Labour Director General at the Ministry of Labour, Migrations and Social Security, Mr. Ángel Allué Buiza, is taking part in the IE Business School presentation of the First Employee Experience Barometer held by the Business School…

Do businesses really know the experiences of their employees?

On 25th September in the IE Business School, we will be presenting BEX 2018; the first Employee Experience Barometer that measures and analyses workers’ perceptions and feelings towards their company policies. Just like customer experience,…
100% Customer Experience

100% Customer Experience or Customer Experience 100%?

Today, I would like to share a real life situation with you experienced by my brother. I am sure that more than a few of you will identify with this method, in which businesses tend to have a very unclear, confusing manner of interacting with…
metrics customer experience

Which Metrics do Spanish Companies use to Measure Customer Experience?

This is surely the most pressing question for those in charge of measuring Customer Experience. The information has been obtained from the “First maturity research on brand experience in Spanish companies” which we carried out in April 2018,…
customer journey Spain

Half of Spanish Companies do not have a Defined Customer Journey

Here, we continue to provide data collected in the “First maturity research on brand experience in Spanish companies”, spearheaded by Buljan & Partners Consulting, Leading Brands of Spain Forum (https://www.marcasrenombradas.com/) and …
obstacles customer experience

What do you believe to be the main obstacles preventing your company form combining brand promise with customer experience?

Last April 2018, Buljan & Partners Consulting together with the Leading Brands of Spain Forum (marcasrenombradas.com/) and ESADE, carried out the “First maturity research on brand experience in Spanish companies”. There were 44 companies…

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