Managing emotions in stressful situation for clients

Written by Miguel Sanz for Buljan & Partners Consulting

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The words “managing customers’ emotions” are tremendously attractive to companies and there is no doubt that they are key to establishing an emotional bond with customers. Continue reading

Visit to a touchpoint organization

Written by Raquel Calleja for Buljan & Partners Consulting

The customer service

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

Apple, the best customer experience?

Written by Luis Hergueta for Buljan & Partners Consulting

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In my opinion, it is difficult to find a remarkable customer experience in product centric sectors. There are some automotive companies with a genuine interest in customers’ concerns, which want to take the basic standards and processes to the next level, and which really care about customers’ needs and concerns. Continue reading

A seamless Customer Experience between you and your partner

By Buljan & Partners Consulting

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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

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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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7 tips to regain your customer’s trust

Written by Monique Jansen for Buljan & Partners Consulting

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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

The importance of Partner Alignment in Customer Centric Management

Written by Monique Jansen for Buljan & Partners Consulting

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Companies have many reasons to include external partners in their customer facing processes in Customer Centric Management. External partners can ensure a more efficient and therefore less costly service. They tend to save a company time in searching the right staff for the job, they ensure process effectiveness based on their subject matter experience and they improve efficiency though making advance of economies of scale.

However, outsourcing is not a light decision to take. Leaving a customer-facing process in somebody else’s hands is scary, as it is a crucial one in ensuring an A to Z aligned customer experience.

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