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…

Leaders also need support and recognition

Written by Silvana Buljan for Buljan & Partners Consulting Any Project of transformational change requires the backing and commitment of the leaders in our businesses. This has been demonstrated and is indisputable. It is especially true…

Why should you care about the customer life cycle?

Written by Buljan & Partners Consulting Written by Buljan & Partners Consulting The Customer Lifetime Value is the value that a company gives to the relationship with each individual customer. Because it is difficult to predict the…