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

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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An intern´s thoughts on Buljan & Partners´ culture

By Maite Eraña Salmeron We could call it a stroke of luck, really. The placement process was rather ambiguous, which is why I still can´t believe how well this position suits me. I am a recent graduate from Boston University School of Hospitality…
artificial intelligence customer engagement

Artificial Intelligence and Customer Engagement

Artificial Intelligence (AI), trending topic in CRM Evolution 2018 When I was asked about my takeaways from CRM Evolution by the audio-visual team at the event in Washington D.C. last week, I didn´t doubt for a second: The theme of the moment…
recomendaciones aerolineas

My top 10 Recommendations to Implement in Airlines

ARTICLE WRITTEN BY MIGUEL SANZ FROM B&P I would like to share with you some actions that, in my opinion, could be implemented in airline companies and that do not involve great costs, are easy to implement and aim to improve the customer…
car client premium

Automotive | Customer Experience

Our client is a premium vehicle manufacturer and is amongst the top three brands worldwide. Its distribution model is through a network of dealers that are the main point of contact with the end customer. At the beginning of the millennium,…
retail company

Designing Customer Experiences in the Retail Sector | Case Study

The client is a 100 year old company and world leader selling branded luxury products (watches and jewellery). It has a retail distribution channel with 35 stores worldwide.The company is currently growing and positioning itself as a brand with…
industrial company category

Industrial Customer Engagement | Case Study

The client is an industrial company with a 90-year history and is currently a world leader in its product category. It generates indirect sales through a network of highly qualified distributors.The company finds itself at a time of cultural…
financial services 3 cases

Financial services (3 cases) | Customer Experience

Case 1: Mentoring on the internal and external customer experience Our client offers credit financing for retail customers. It has two types of client: a) partners that offer our client’s financing to their own customers via the consumer…

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