The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting

29275386 - tower of babel as religion concept

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. Continue reading

Customer Effort taken to SME level

Written by Monique Jansen for Buljan & Partners Consulting

Customer Effort 1

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.

Continue reading

The key to success is not in processes nor technology, but rather in people

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

29682805_m

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 to go, I confirmed that the key element is people. Continue reading

A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

15647348 - business man writing partnership concept

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. Continue reading

Are brands and employees manipulating NPS® results?

NPS_Mediamarkt_1We 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 product or service to a relative or friend? We are not going to discuss whether NPS® is the best metric to measure customer experience or the best time to use it, but rather if NPS® results may be manipulated. Continue reading

A New Year´s present for Aramon

Written by Monique Jansen for Buljan & Partners Consulting

 Aramon_Formigal_CX Journey Mapping

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 product or service is of extremely high importance to me.

This is one of those occasions. Aramon, the company that manages 2 ski stations in the Aragonese Pyrenees (Cerler and Formigal-Panticosa) and 2 in Teruel province (Javalambre and Valdelinares), with a total of 283 kms of slopes is the subject of this post. 

Continue reading

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.

Continue reading

Customer Experience sucks?

By Buljan & Partners Consulting

cx sucks

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.

Continue reading

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.

Continue reading

Vídeo: What is Customer Centric Management?

By Silvana Buljan for Buljan & Partners Consulting

ccm silvana blog EN

“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”.

Continue reading