Customer Centricity in the public sector: innovation or obligation?

Written by Silvana Buljan for Buljan & Partners Consulting

I stopped reading the newspaper. Just writing this gives me an enormous feeling of liberation. There´s no day that passes without bad news topping nice announcements – if there actually are any! Bad news nowadays are led by disorder and corruption affairs in economy and politics. It seems that there´s no way of coming to the top without betrayal, intrigue, avarice, and hunger for power, exactly the opposite that is told and taught in schools and universities all over the world. This blogpost would be endless if I shared my reflections on the “state of the art” of our society, so I will be reducing it to some thoughts on the public sector.

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Exceeding Expectations

Written by Luis Hergueta for Buljan & Partners Consulting

Exceeding Expectations is the situation when results are above and beyond in the customer journey.

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them”. “Surpassing expectations on the service side means that your people understand what your brand stands for, that they are proud of it and will go the extra mile to make sure that your customers are happy”.

Richard Branson

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