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
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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
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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…
air services company

The Air Freight Customer Experience | Case Study

Customer Centric Cultural Transformation A company from the airline sector decided to carry out a customer-centric cultural transformation that included the following elements: Identifying the degree of customer orientation of each employee. …
funeral services

Customer Experience in Funeral Services | Case Study

We started collaborating to improve the experience of people who have lost a loved-one by encouraging the funeral home to put the family at the centre of their service. Step by step of the customer experience - We started by creating awareness…
insurance

Creating Customer Experience in the Insurance Sector | Case Study

The client is a company in the insurance sector undergoing structural and cultural change concerning the way it interacts with its customers.  Initial analysis of the client's situation - Demands for new services unrelated to their core products. -…

Customer Experience in the Healthcare Sector | Case Study

The client is a large insurance company. They contacted us when they were going through internal changes and needed a Customer Experience specialist to help them understand their customers’ situation and how processes and systems were managed…
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The Magic of customer Impact Management

Written by Monique Jansen for Buljan & Partners Consulting Today the majority of businesses continue to be structured in a traditional manner, either through an organizational chart or a mixed approach (a combination of conventional methods…
vulnerable customer
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The vulnerable customer as a type of customer

Written by Lisa Rottmann for Buljan & Partners Consulting In this blog you’ll find ideas, support and references for exceeding your client’s expectations and consistently improving their experience. But what happens when customer experience…
customer emotions
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Managing emotions in stressful situation for clients

Written by Miguel Sanz for Buljan & Partners Consulting The words "managing customers’ emotions" are tremendously attractive to companies and there is no doubt that they are key to establishing an emotional bond with customers. What…
digital customer experience
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A human look at a digital future

Written by Elisabete Zubiarrain for Buljan & Partners Consulting At the start of July, I attended the 20:20_CX Summit in London, an event dedicated to Customer Experience, participating in which were a range of very interesting speakers…
touchpoint organization
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Our visit to a touchpoint organization

Written by Raquel Calleja for Buljan & Partners Consulting This year marks the 15th anniversary of Buljan & Partners Consulting and as part of the commemorative events we’ve arranged visits to some companies of reference in CX like…
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Apple, the best customer experience?

Written by Luis Hergueta for Buljan & Partners Consulting In my opinion, it is difficult to find a remarkable customer experience in product centric sectors. There are some automotive companies with a genuine interest in customers' concerns,…

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