The key to success is not in processes nor technology, but rather in people

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

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A few weeks ago, I traveled with my family to three different cities in the United States, a leader in customer service. Although I realized that we still have a long way to go, I confirmed that the key element is people. 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

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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Internship experience in our consulting firm

Written by Monika Meier, Roberto Hernández and Mona Mueller for Buljan & Partners Consulting

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Hello, good morning… My name is Monika, I am 20 years old and I am studying International Business in Madrid. The dual training programme I am carrying out allows me to work both the theoretical and practical aspects. I am experiencing the latter at Buljan & Partners Consulting. So, what do you think an intern at our office does? That they just make photocopies and coffee? No, not at all. The work is very diverse and stimulating, believe me, you never get bored. As an intern over the last six months, I have worked in human resources, marketing and back office, as well as taking part in and learning from customer centric projects. Continue reading

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

By Ricardo Silva and Juan Sánchez for Buljan & Partners Consulting

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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

Storekeepers already knew it

Written by Elisabete Zubiarrain for Buljan & Partners Consulting

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Some years ago CRM was the acronym in fashion, but now, in an ever-changing world it is the moment of Customer Experience.

The customer-centric business is not that new. Many years ago small storekeepers found out that their clients are also decision makers and may decide to abandon them at any time. Continue reading

Talent Experience, Infographic

Written by Raquel Calleja for Buljan & Partners Consulting

Talent Experience is the solution by Buljan & Partners Consulting to align employee engagement with customer experience.

The following infographic is a summary of how customer experience is perceived internally  within companies; difficulties, results, heroes supporting it and solutions for better results. Continue reading