Written by Raquel Calleja for Buljan & Partners Consulting
This year marks the 15th anniversary of Buljan & Partners Consulting and as part of the commemorative events we’ve arranged visits to some companies of reference in CX like Loewe and Inditex. But we also wanted to pay a visit to the company we’ve always dreamed of being: the one that abandons the traditional silo structure and evolves for the good of its customers into a company organized around Customer Journey. Continue reading →
Written by Silvana Buljan for Buljan & Partners consulting
A desperate customer in search of help and solutions often finds himself confronted with complex procedures, incomprehensible sales pitches and decisions made unilaterally in the corporate world. Further still, rather than be lessened, he finds his frustration increases because he fails to receive an acceptable solution. This is an ongoing trend in many companies, even while claiming that the customer experience is the focus of their strategic priority – in today’s world it doesn’t look good if you don’t have a Customer Experience department. Continue reading →
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 →
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.
By Silvana Buljan for Buljan & Partners consulting
What is CCM (Customer Centric Management)? How does it differ from CRM (Customer Relationship Management)?
While CRM (Customer Relationship Management) is closely linked to data, systems, technology, software, etc., CCM (Customer Centric Management) revolves around the customer. Although technology is also important in CCM, it needs to go a step further, given that, besides using technology, CCM requires a customer-oriented definition of processes. CCM also requires trained staff who can provide a good customer experience, since good customer service is always the objective. It is precisely a customer-based model rather than a product-based model what differentiates CCM and CRM.
Written by Monique Jansen for Buljan & Partners Consulting
WARNING: the content of the following post is FICTION. Although more and more companies are implementing customer centric strategies these days, CEOs still apologize frequently to customers while decision makers have to listen more to the customers’ needs. That’s why there is still a lot of work to be done. Continue reading →
Written by Rachel Calleja for Buljan & Partners Consulting
Most team leaders are agreed on one mission: companies around the world are trying to build passionate, multi-generational teams based on people and their commitment to the customers. Continue reading →
Written by Silvana Buljan for Buljan & Partners Consulting
The crisis in Spain is officially coming to an end; there are more foreign investments and labor market is starting to move again. Thus, we have been vacationing with less fear and more hope. Continue reading →