financial services 3 cases

Financial services (3 cases) | Customer Experience

Case 1: Mentoring on the internal and external customer experience Our client offers credit financing for retail customers. It has two types of client: a) partners that offer our client’s financing to their own customers via the consumer…
air services company

The Air Freight Customer Experience | Case Study

Customer Centric Cultural Transformation A company from the airline sector decided to carry out a customer-centric cultural transformation that included the following elements: Identifying the degree of customer orientation of each employee. …
funeral services

Customer Experience in Funeral Services | Case Study

We started collaborating to improve the experience of people who have lost a loved-one by encouraging the funeral home to put the family at the centre of their service. Step by step of the customer experience - We started by creating awareness…
insurance

Creating Customer Experience in the Insurance Sector | Case Study

The client is a company in the insurance sector undergoing structural and cultural change concerning the way it interacts with its customers.  Initial analysis of the client's situation - Demands for new services unrelated to their core products. -…

Customer Experience in the Healthcare Sector | Case Study

The client is a large insurance company. They contacted us when they were going through internal changes and needed a Customer Experience specialist to help them understand their customers’ situation and how processes and systems were managed…
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The Magic of customer Impact Management

Written by Monique Jansen for Buljan & Partners Consulting Today the majority of businesses continue to be structured in a traditional manner, either through an organizational chart or a mixed approach (a combination of conventional methods…
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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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,…
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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…
Customer Experience with your partner
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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…
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…
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…
Crm vs ccm

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,…
What is customer centric management

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…
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…
regain customer trust

7 tips to regain your customer's trust

Written by Monique Jansen for Buljan & Partners Consulting On Saturday, October 3rd, the Spanish press released the initiative of the Volkswagen group to create a customer call service for those affected by the scandal related to diesel…
technology and customer journey

How can Technology support Digital Customer Journey?

Written by Bianca Lorenz for Buljan & Partners Consulting   Marketing executives from the automotive and technology industry agree: Once seen only as a necessary supplement to advertising on main traditional media such as TV, radio…
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…

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