The tower of babel in the Customer Experience

Written by Silvana Buljan for Buljan & Partners consulting

29275386 - tower of babel as religion concept

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

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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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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