Can Customer Experience Management save the banking sector´s image?

Written by Silvana Buljan for Buljan & Partners Consulting

Imagine you lose all your hardly earned savings you invested in promising financial products, that were sold to you not informing you about the risk or just by blurring your eyes with promises that could not realistically be fulfilled… It is true that the responsibility is shared: the bank you trusted in has not been transparent in transactions, and you were looking for a high ROI without analyzing in depth the risk that these kind of products have. The fact is though that you are furious about your bank, and the client manager dealing with your money, and the government because they did not prevent this from happening, and and and.

You feel betrayed. And lost because suddenly life as retired person in the future has another image than the one that you were working on. What could the bank do to not lose you as customer? What would YOU make trust them again?

We live in financial times, yes, but we also live in a society whose “rules of the game” are being redefined / reinvented / questioned. Have we missed a fundamental discussion on such basic things like ethics or human values? Every citizen knows that a bank is making money with his money, it´s part of a bank´s business model. And every citizen knows that borrowing money is more expensive than lending it. That´s fair and nobody complains. But is it fair to not offer any recovery if things work out differently than thought? Definitely the money lost in your individual case is “peanuts” for the bank, but still you are the one taking over 100% of responsibility as you signed a “carte blanche” regarding liability rules.

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Ryanair – The ultimate Customer Experience mystery

Written by Monique Jansen for Buljan & Partners Consulting

How can a company provoke both love and hatred from their customers? What is the thing that attracts us to them even though we know we will be “tortured” along all customer path and at all touch points, while making a booking, while boarding, during the flight, at arrival? Are they brilliant or just lucky, this is what I would like to find out to solve the Ryanair mystery.

Many blogs exist in which Ryanair is analyzed to the bone and usually in a bad way. There even exists a blog call “I hate Ryanair”  And what made me write this is a tweet from the Economist I saw on low costs airlines charging exuberant extras for paying with credit card while paying with credit card is the only payment method offered.

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How to motivate employees to be Customer Centric

Written by Harald Baumeister for Buljan & Partners Consulting

Many managers claim that their employees have the right environment to deliver excellent services to their customers. However, the customers see that a bit different. In an Experience Gap Analysis Study carried out by our partner Strativity between 2004 and 2011 with more than 50.000 participants, 76% of the employees said they often go “above and beyond” and exceed customer expectations, yet only 26% of the customers agreed.

The problem is that current methods to motivate employees are mainly based on productivity and sales improvement, but neither on the customer satisfaction nor on their needs.

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Customer Experience Management in Spain: why we are still far away from awareness and implementation

Written by Silvana Buljan for Buljan & Partners Consulting

Last week I spoke about CEM at a CRM-vendor sponsored event in Barcelona, and was positively surprised about the audience´s complicity and continuous nodding during my speech. At the same time I could feel their desperation and helplessness, because in their own organizations decisionmakers tend to be deaf about longterm, customer centric strategies that support profitable growth. The more blue-chip you are, the bigger and shareholder value driven you get. I wonder if shareholders really only look for short-term results and not manage their investment portfolios with a longterm interest behind. It might be that they are used as perfect excuse for managing business with a 3-month-horizon focused on sales and controlling, which it´s easier to push and requires less strategic leadership!

Anyway, coming back to CEM in Spain and – as already emphasized in previous blogposts – the direct link and natural dependency between excellent customer experience and employee engagement, I confront myself again and again with the same question: is the cultural discourse of a country relevant for coherence between “wanting” to deliver exceptional customer experience and “needing” to motivate employees to do so?

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Financial times – Are you ready for a meeting with your CFO?

Written by Christian Kohler for Buljan & Partners Consulting

Do you really know the Return of Investment (ROI) of your Customer Centric Management (CCM) activities?

On my last business trip to Germany I was reading an interesting article about the credit crunch which is affecting many companies in Europe at the moment, and which makes continuous innovation and growth so difficult in almost every industry.

We are definitely living in financial times and access to capital becomes more and more crucial for the prosperity of our economy, for many companies it turns out to be a key element to survive this deep crisis we are facing in the European Union.

“ROI is Key”

For CEOs, CFOs and other Top Managers the current situation means to take tough decisions, because the importance of corporate solvency, cash flow development and of the general debt strategy is rising. The Return of Investment (ROI) of every strategic initiative is turning into a key consideration for the management. All departments have to justify in detail all investments and cost items of their budgets. Projects or initiatives without clear objectives, assumption of their impact on revenues, profit or costs are rejected before even appearing on the board meeting agenda.

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Engaged, Loyal or Addicted?

Written by Monique Jansen for Buljan & Partners Consulting

A personal story about my “Nespresso-itis”

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It usually helps understanding the effects of Customer Centricity just by analysing one’s own experiences as a customer. I recently asked myself the following question: Having been a Nespresso customer for more than 3 years and having spent more on coffee then on my mobile phone bills:

  • Is it because of George Clooney?
  • Is it because the coffee is just better than the alternatives?
  • Is it because of their easy to access sales channels?
  • Is it because of the brand image?
  • Is it because of their Customer Centric attitude?

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