Employee Experience Management

Written by Raquel Calleja for Buljan & Partners Consulting

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Can the employee’s experience lead that of the client?

The commitment of employees and clients is highly and positively interrelated, as was highlighted in the analysis report David McLeod published in 2009 under the title “Engaging for Success”. Continue reading

How to motivate employees to be Customer Centric

Written by Harald Baumeister for Buljan & Partners Consulting

Many managers claim that their employees have the right environment to deliver excellent services to their customers. However, the customers see that a bit different. In an Experience Gap Analysis Study carried out by our partner Strativity between 2004 and 2011 with more than 50.000 participants, 76% of the employees said they often go “above and beyond” and exceed customer expectations, yet only 26% of the customers agreed.

The problem is that current methods to motivate employees are mainly based on productivity and sales improvement, but neither on the customer satisfaction nor on their needs.

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