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. 

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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.

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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.

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12 Takeaways for Digital Customer-Centric Transformation Projects

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting

house rules

Picture: Do you appreciate your customers? Seen in a Saloon in Fort Worth, Texas during the hybris Americas Customer Days, 2015

 

SAP hybris software, its partners and customers demonstrate how to set the pillars for digital transformation

In October I had the chance to visit hybris Americas Customer Days in Fort Worth, Texas. Despite its praised technology (see for example Forrester Wave™ B2B Commerce Suites, Q2 2015, or Gartner’s Magic Quadrant for Digital Commerce 2014) partners and customers of hybris software, which is now a little over two years SAP owned, gave away best practices and lessons learned for implementing its software effectively. Continue reading

7 tips to regain your customer’s trust

Written by Monique Jansen for Buljan & Partners Consulting

equipo A

On Saturday, October 3rd, the Spanish press released the initiative of the Volkswagen group to create a customer call service for those affected by the scandal related to diesel engines, which immediately crashed. The company has also created an online form, but it could only be accessed from a computer and not from smartphones. Continue reading

2 examples of “putting yourself in your customer’s shoes”

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting

 we understand your needs

Becoming a customer-centric organisation is a complex process, as it involves all the company levels and entails changing the way the people involved think. However, there are quick wins that, if applied correctly, can make the process easier. Find two examples illustrating these ideas below. Continue reading

Improving (more than just) Customer Experience with CPQ Technologies

Written by Björn Neumann (@CCMTechnology) for Buljan & Partners Consulting

cpq v2

CPQ (Configure, Price, and Quote) technology is a key success factor to improve customer centric B2C and B2B processes. 

What are the advantages and aspects to keep in mind when implementing CPQ initiatives? Continue reading