customer personas

WHAT ARE CUSTOMER PERSONAS? GUIDE TO CREATE THEM CORRECTLY

Like other useful tools in Customer Experience methodologies, the creation of Customer Personas has become a fashion. This is a very positive trend for companies that do it well but means bad news for those that do it only to follow "the fashion…
customer needs
,

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…
customer centric leadership

CUSTOMER CENTRIC LEADERS: HOW ARE THEY AND WHAT DO THEY CONTRIBUTE WITH

The Chinese philosopher Lao Tzu said: “A leader is better when the people barely know he/she exists, when his/her work is done and the goal accomplished, they will say: We did it” This wise sentence sums up what a good leader shall be;…
coronavirus customer experience
,

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…
Emotional Intelligence in companies
,

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…
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…
,

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…