Tag Archives: CEM

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Ryanair – The ultimate Customer Experience mystery

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Written by Monique Jansen for Buljan&Partners

How can a company provoke both love and hatred from their customers? What is the thing that attracts us to them even though we know we will be “tortured” along all customer path and at all touch points, while making a booking, while boarding, during the flight, at arrival? Are they brilliant or just lucky, this is what I would like to find out to solve the Ryanair mystery.

Many blogs exist in which Ryanair is analyzed to the bone and usually in a bad way. There even exists a blog call “I hate Ryanair” http://www.ihateryanair.org/.  And what made me write this is a tweet from the Economist I saw on low costs airlines charging exuberant extras for paying with credit card while paying with credit card is the only payment method offered.

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Customer Experience Management in Spain: why we are still far away from awareness and implementation

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Written by Silvana Buljan for Buljan&Partners

Last week I spoke about CEM at a CRM-vendor sponsored event in Barcelona, and was positively surprised about the audience´s complicity and continuous nodding during my speech. At the same time I could feel their desperation and helplessness, because in their own organizations decisionmakers tend to be deaf about longterm, customer centric strategies that support profitable growth. The more blue-chip you are, the bigger and shareholder value driven you get. I wonder if shareholders really only look for short-term results and not manage their investment portfolios with a longterm interest behind. It might be that they are used as perfect excuse for managing business with a 3-month-horizon focused on sales and controlling, which it´s easier to push and requires less strategic leadership!

Anyway, coming back to CEM in Spain and – as already emphasized in previous blogposts – the direct link and natural dependency between excellent customer experience and employee engagement, I confront myself again and again with the same question: is the cultural discourse of a country relevant for coherence between “wanting” to deliver exceptional customer experience and “needing” to motivate employees to do so?

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Engaged, Loyal or Addicted?

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Written by Monique Jansen for Buljan&Partners

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

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Written by Silvana Buljan for Buljan&Partners

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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