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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…
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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The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting A desperate customer in search of help and solutions often finds himself confronted with complex procedures, incomprehensible sales pitches and decisions made unilaterally in the…
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Customer Effort taken to SME level

Written by Monique Jansen for Buljan & Partners Consulting Just before Easter, I engaged in an interesting LinkedIn conversation in the “CRM&CEM professionals” group, triggered by an excellent article written by Sampson Lee, in…
people customer experience
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The key to success is not in processes nor technology, but rather in people

Written by Elisabete Zubiarrain for Buljan & Partners Consulting A few weeks ago, I traveled with my family to three different cities in the United States, a leader in customer service. Although I realized that we still have a long way…
Net Promoter Score resultrs
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Are brands and employees manipulating NPS® results?

Written by Miguel Sanz for Buljan & Partners Consulting We all know that the NPS® metric (Net Promoter Score) is commonly used by companies as a reference to measure customer experience with a single question: Would you recommend the…
Customer Journey as a present
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A New Year´s present for Aramon

Written by Monique Jansen for Buljan & Partners Consulting   Customers often give free advice to the companies that supply them. So do I, especially when I really care and really believe in the company I am writing about. Or because the…
A patient experience officer working
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Patient experience officer, an emerging profession?

Written by Carlos Bezos Daleske, as guest blogger, for Buljan and Partners Consulting An article published by Erick Wicklund at mHealthNews describes the rising position of the patient experience officer in the U.S. The author identifies two…
customer experience sucks?
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Customer Experience sucks?

By Buljan & Partners Consulting The importance of the customer experience in achieving your goals Do you really believe that the experience of your customer is of no importance? Do you fulfill the expectations you promissed? Do you really…
employee experience management
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Employee Experience Management

Written by Raquel Calleja for Buljan & Partners Consulting Can the employee’s experience lead that of the client? The commitment of employees and clients is highly and positively interrelated, as was highlighted in the analysis report…
internship at buljan and partners

Internship experience in our consulting firm

Written by Monika Meier, Roberto Hernández and Mona Mueller for Buljan & Partners Consulting Monika's experience at Buljan & Partners Hello, good morning... My name is Monika, I am 20 years old and I am studying International Business…
being in your customer shoes
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2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting   Becoming a customer-centric organisation is a complex process, as it involves all the company levels and entails changing the way the people involved think. However,…
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“What I talk about when I talk about CRM”

The title of this article is inspired by Haruki Murakami´s book title “what I talk about when I talk about running”. I am not pretending to be a CRM all-terrain expert. When I talk about CRM I prefer to focus on “fit to process”, the…