I am your customer

Written by Lisa Rottmann for Buljan & Partners Consulting

The other day, a teacher read the following in a Sales training and I think it’s worth sharing:

It’s a letter from “your customer”. This guy is kind of “special” and I’m sure that you will not like him on the first sight! If “your customer” behaves like this, will you be able to like him and take care of him? Think twice: We all behave in the same way when we are customers, don’t we?

Dear Company,

I am your customer. Satisfy my wants with personal attention and a friendly touch and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention, or poor manners, and I will simply cease to exist as far as you are concerned. Continue reading

The Sunflower – Customer Centric Metaphore

Written by Luis Hergueta for Buljan & Partners Consulting

There is a very meaningful and unique icon in our company and it is sunflowers. And the explanation to this is because sunflowers turn to its origin of life -the sun- as well as a company turns to its reason of existence -the customer-. And that is clear. The sun never stays exactly in the same position since days and nights start all over again every 24 hours.

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CRM in times of crisis

Written by Luis Hergueta for Buljan & Partners Consulting

Customer Centricity policies in companies are a must in regular times. But a crisis can boost your company to have a need of efficiency and this would lead to a need of focus on your most important target – your customers. In the following we explain 5 areas where customer centricity can add value;

  • Product focus -> Customer focus
  • Increasing loyalty
  • Organization and efficiency
  • Detect potential services
  • Motivation

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Engaged, Loyal or Addicted?

Written by Monique Jansen for Buljan & Partners Consulting

A personal story about my “Nespresso-itis”

Image Source: http://es.globedia.com 

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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10 years Customer Centric Management in Spain: still finding the path…

Written by Silvana Buljan for Buljan & Partners Consulting

When positioning Customer Centric Management in conferences, meetings with clients and even in discussions with subject matter experts from the industry, I come to the same conclusion as about 10 years ago: focus is on consolidating customer information (“I want to know”), across channels evolving with technology (from phone via Internet to social networks), and seeing in the customer a profitable cash-cow in the short term (“I want to sell better and more”). The only difference is the nomenclature: we don´t talk about CRM any more, but about customer centricity, customer experience, customer co-creation and, and, and.

The holistic view on customer management is still missing, because in the top rows of most organizations long term and profitable economic growth based on “doing the right things right” has disappeared from the agenda, and all initiatives related with customer management are considered as candidates for “automation”. Why don´t we learn from all the real cases that we have seen in the CRM industry since so many years? Demonstrating with business cases that technology without a business proposal, based on the company´s strategy and corporate values, has absolutely no value for excellent relations with customers, who in the long term are THE asset for improved business performance?

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Success story of a Spanish supermarket chain

Written by Lisa Rottmann for Buljan & Partners Consulting

The Spanish financial crisis challenges even the largest and most valued companies and changes strategic trends in different market sectors. A few years ago, El Corte Inglés comfortably occupied the first place in the distribution chain of Spanish supermarkets, now Mercadona has stolen the “throne”.

Mercadona’s success is due to a commercial strategy based on creating value for and satisfying the needs of all stakeholders: customers, employees, suppliers and society – all of equal importance.

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Customer Centric Management in 2012 as synonym for Corporate Crisis Management….

Written by Silvana Buljan for Buljan & Partners Consulting

The first decade of the 21st century is over, and it has left the globalized world in a paralysis of analysis – we have been so busy with defining the most effective economic models, optimized processes and efficient management standards, all driven by innovative technology. What has been a revolution in production in the 80s and 90s has moved to a fast-moving automation of human interaction, with social networks being on top of the list. Our thrill to show that our brains are more and more developed with each new generation causes a growing alienation from the essence of the human being – emotions.

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How do internal clients feel about client centricity

Written by Luis Hergueta for Buljan & Partners Consulting

Society progresses, needs change, mentality evolves – and we know this very clearly when we think about clients. But do companies think of their own internal clients (=employees)? Employee commitment and affection to a company are a strong prescription for clients to buy a product or service. Some companies are learning that a motivated employee is not only more productive but will also recommend the product or service to everyone.

Employee profiles can be all very different. But what is important is that any employee has a feeling of liking the place they are working in, and the activities they are involved in.

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Moving away from the traditional Salesperson

Written by Antonio Igarza for Buljan & Partners Consulting

The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails“. William George Ward

We all know what the word “Salesperson” means: Employees of a big or small company, who offer different products or services, with different solutions or results, with more or less success.

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Can customers be ridiculous?

Written by Buljan & Partners Consulting

http://www.youtube.com/watch?v=0_Qk_OiBFN0

Video source: Youtube

Have you ever thought of the following question: “Can customers sometimes be ridiculous?” How can we behave in a way to turn a situation around and help them engage in that given situation, taking ownership of the certain moment and their problem they (believe) are having? Do you still try to make them happy – or are you just being annoyed?

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