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…
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…
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…
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…
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…
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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…