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Our methodology


Is the customer your company’s reason of being? Surely the answer is a very clear ‘Yes’. But when we talk with clients, the perception of that fact can differ a lot. In the START phase we develop an element that is common sense and help you root it deeply in the conscience of your organization.


All companies make promises to customers through their marketing, which creates expectations. Today’s customers are increasingly well-informed and are more demanding. In the CREATE phase we aim to create truly memorable experiences for customers…


More than 80% of the decisions we make are based on emotions. In the ENGAGE phase we help you make the necessary changes to build emotional bonds with your customers.

According to Gartner, 89% of companies expect to compete based primarily on a customer experience strategy. Nowadays, clients have the power to decide where they want to spend their money. That’s why it’s important to adopt a customer-centric culture to build customer loyalty, while at the same time attracting new customers.

Let’s look at an example of Customer Experience. What does a coffee bean represent for a customer like you? Is it a generic product that you would buy in bulk? Is it a product that you would compare against other brands? Is it a service that you would pay for in a cafeteria, or is meant to be a memorable experience? Maybe it’s all these things together. But which one would you be prepared to pay a higher price for?

We are living in the era of the Experience Economy. If you differentiate yourself and connect with your customers and their objectives, they will stay interested, committed and loyal.

Regardless of the sector in which you operate, the key to obtaining a competitive advantage is the same. It’s the experience you offer your customers. Are you prepared to offer memorable experiences to your customers? Are you willing to listen and understand them? Are you ready to manage their experiences? Do you have the right staff to promote Customer Experience from within your organization?

Throughout history, the companies that have really succeeded have been those that knew how to offer a unique customer experience. Do you remember when MP3 players revolutionized the consumer market? A lot of identical products appeared that only differed in colour and shape. Although it was a success, customers expected more. They wanted an economical and legal way to buy songs. The desire to understand customers generated a new customer experience and competitors were left out of the market.

Buljan & Partners can help you become a customer-centric company. You will be able to listen to your customers, understand them and create extraordinary experiences during the customer’s journey. We are the key to your competitive advantage. Exceeding expectations.

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