,

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
,

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
,

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
,

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
,

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?
,

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
,

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
,

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,…
,

“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…
,

Storekeepers already knew it

Written by Elisabete Zubiarrain for Buljan & Partners Consulting Some years ago CRM was the acronym in fashion, but now, in an ever-changing world it is the moment of Customer Experience. The customer-centric business is not that new.…
,

Talent Experience, Infographic

Written by Raquel Calleja for Buljan & Partners Consulting Talent Experience is the solution by Buljan & Partners Consulting to align employee engagement with customer experience. The following infographic is a summary of how customer…
, ,

Dear Customer

Written by Monique Jansen for Buljan & Partners Consulting WARNING: the content of the following post is FICTION. Although more and more companies are implementing customer centric strategies these days, CEOs still apologize frequently…

The value of customer-focused talent

Written by Rachel Calleja for Buljan & Partners Consulting Most team leaders are agreed on one mission: companies around the world are trying to build passionate, multi-generational teams based on people and their commitment to the customers. Getting…
,

Customer Centric Culture vs. CRM Strategy

Written by Ricardo Pereira da Silva for Buljan & Partners Consulting There are companies that believe they changed into being a Customer Centric company or CRM Strategy, only by having a 24/7 Call Center, investing thousands of Euros…
,

e-Commerce: struggling to deliver international customer experience

Written by Monique Jansen for Buljan & Partners Consulting Just a week ago I tried to make an on-line purchase. It was a gift, I was in a good shopping mood and I decided to make the on-line purchase on a French website, as I thought…