THE VULNERABLE 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 theories fail? when the customer does not choose you? does not buy your products or services or simply doesn’t take them seriously? How can we exceed their expectations if they have a negative predisposition towards us and, due the pressure, they’re just not themselves? Read more

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. Read more

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, which want to take the basic standards and processes to the next level, and which really care about customers’ needs and concerns. Read more

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 corporate world. Further still, rather than be lessened, he finds his frustration increases because he fails to receive an acceptable solution. This is an ongoing trend in many companies, even while claiming that the customer experience is the focus of their strategic priority – in today’s world it doesn’t look good if you don’t have a Customer Experience department. Read more

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 which he questions the purpose of reducing customer effort.

In the article, the focus of companies on reducing customer effort is challenged. Sampson claims that by making customers ‘sweat’ – allowing Good Pains – resources can be channeled to their Branded Pleasures. That is why IKEA, Starbucks, Louis Vuitton, Southwest Airlines, Sukiyabashi Jiro and other great brands are able to deliver a highly memorable and branded experience.

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A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

The practice of paying for a service after using it (“pay-per-use model”) is becoming increasingly popular in current society. End customers and users are setting the pace of this trend as we can see in the private property sector (for example, housing and transport), which is decreasing in demand. Therefore, companies have to irremediably restructure their activity to meet these changing needs. Read more

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 drivers for this trend. First the growing trend towards consumerism in American healthcare and second the new laws linking reimbursement with patient satisfaction. He also links the growth of the profession to the trend to restore humanity in healthcare.

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Customer Experience sucks?

By Buljan & Partners Consulting

Do you really believe that the experience of your customer is of no importance? Do you fulfill the expectations you promissed? Do you really believe what you are saying? It is time to exceed your customers’s expectations. At Buljan & Partners Consulting we help you to be what you wanted to be, we make companies a better place for customers and employees.

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Radio Interview Silvana Buljan: “The heart of the matter”

By Silvana Buljan for Buljan & Partners consulting

 

What is CCM (Customer Centric Management)? How does it differ from CRM (Customer Relationship Management)?

While CRM (Customer Relationship Management) is closely linked to data, systems, technology, software, etc., CCM (Customer Centric Management) revolves around the customer. Although technology is also important in CCM, it needs to go a step further, given that, besides using technology, CCM requires a customer-oriented definition of processes. CCM also requires trained staff who can provide a good customer experience, since good customer service is always the objective. It is precisely a customer-based model rather than a product-based model what differentiates CCM and CRM.

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Vídeo: What is Customer Centric Management?

By Silvana Buljan for Buljan & Partners Consulting

“Saying that my company is a Customer-Centric organization and really making my customers feel that they are in the center of our business are two different things”. Silvana Buljan explains Customer Centric Management as a way of “ensuring a positive, engaging and memorable Customer Experience”.

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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 David McLeod published in 2009 under the title “Engaging for Success”. Read more

2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting

 we understand your needs

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, there are quick wins that, if applied correctly, can make the process easier. Find two examples illustrating these ideas below. Read more

Improving (more than just) Customer Experience with CPQ Technologies

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting

CPQ (Configure, Price, and Quote) technology is a key success factor to improve customer centric B2C and B2B processes. 

What are the advantages and aspects to keep in mind when implementing CPQ initiatives? Read more

Does My Emotional State Influence My NPS Evaluation whether it is Monday or Saturday?

Written by Miguel Sanz for Buljan & Partners Consulting

If today is Monday, (the beginning of the week!) I have five working days ahead of me. So, do I have more energy? Am I more positive? More receptive? The days of the week have a beginning, an end, and a break, but do they affect our behavior? Read more

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. Many years ago small storekeepers found out that their clients are also decision makers and may decide to abandon them at any time. Read more

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 experience is perceived internally  within companies; difficulties, results, heroes supporting it and solutions for better results. Read more