How do we move from transactional to experiential?

Written by Silvana Buljan for Buljan & Partners Consulting

Many organizations invest important efforts in defining guidelines, process maps, customer journeys, compliance rules and so on for giving employees guidance in human interactions, especially with customers and suppliers. The basis for these guidelines is often a rather transactional and functional view on customer experience, without touching the emotional part of the experience.

But what exactly is the emotional part of the experience? That an employee is smiling and welcoming a customer when entering into a department store for instance? Or is it the hairdresser taking care of a baby girl while her mother is enjoying a hair treatment? It can be both, and it can be none of them – the key is the authenticity and presence that I´m embodying as person delivering the experience.

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The customer centric toilet business

Written by Monique Jansen for Buljan & Partners Consulting

In December 2011, I made the artistic picture shown below, situated in the Kalverstraat in Amsterdam.  I was there on one of my family visits, and that day I was searching for last- minute Christmas presents in one of Amsterdam’s main shopping areas.


It is not unusual to see new and trendy things in Amsterdam, but 2theLoo really surprised me. And, as in many other occasions when I see new shops, start-up companies or new tendencies; my first thought was “why did I not think of this great idea?”

A busy shopping street, no public toilets anywhere in sight, the nearest restaurants outside the shopping route, and of course, nature calls. What could be better than not having to interrupt a shopping exercise but just enter one of the many attractive retail outlets, and go to a clean and nicely decorated loo?

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e-Commerce: struggling to deliver international customer experience

Written by Monique Jansen for Buljan & Partners Consulting

Just a week ago I tried to make an on-line purchase. It was a gift, I was in a good shopping mood and I decided to make the on-line purchase on a French website, as I thought it would be easier as my friend the gift was for lives in France, and my guess was that it would increase the chances of a correct delivery.

I searched for the gift, found it, made some comparisons with other items on offer on the same website and made my final choice. So far it had been an excellent experience: It was a quick process, with clear instructions (useful because my French is very poor). The item was added to the shopping kart and was sitting there attractively, waiting for me to press the BUY button.

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“I am my own Company”

Written by Antonio Igarza for Buljan & Partners Consulting

For the customer, the seller is the company.

The client does not distinguish between the seller or the sales manager and the organization for which they work.

Customers do not know what happens behind the doors that say “Only for company personnel”. They don´t know the areas of responsibility, the descriptions of the functions of the office, or what the salesman can or cannot do for them.

The customer “just” wants to be treated the way he / she considers best.

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WOW 2012 – 2013

Written by Monique Jansen for Buljan & Partners Consulting

The year 2012 is almost over, usually the right time for some reflections on the past and a wish-list for the New Year.

Apart from the obvious health, happiness, success, earnings and savings analysis that most of us do, I encourage everyone to ask themselves the following 3 questions:

1) How many lasting wow-moments have I experienced this year as a customer?

2) How many lasting wow-moments have I provoked with my customers this year?

3) How can I improve the experiences I provoke next year?

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