recomendaciones aerolineas

My top 10 Recommendations to Implement in Airlines

ARTICLE WRITTEN BY MIGUEL SANZ FROM B&P I would like to share with you some actions that, in my opinion, could be implemented in airline companies and that do not involve great costs, are easy to implement and aim to improve the customer…
car client premium

Automotive | Customer Experience

Our client is a premium vehicle manufacturer and is amongst the top three brands worldwide. Its distribution model is through a network of dealers that are the main point of contact with the end customer. At the beginning of the millennium,…
retail company

Designing Customer Experiences in the Retail Sector | Case Study

The client is a 100 year old company and world leader selling branded luxury products (watches and jewellery). It has a retail distribution channel with 35 stores worldwide.The company is currently growing and positioning itself as a brand with…
industrial company category

Industrial Customer Engagement | Case Study

The client is an industrial company with a 90-year history and is currently a world leader in its product category. It generates indirect sales through a network of highly qualified distributors.The company finds itself at a time of cultural…
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…
,

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
,

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
, ,

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
,

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
,

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…
,

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,…
,

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…
,

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…
Customer Experience with your partner
, ,

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
,

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…
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,…

This post is also available in: German Spanish