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

The 3 Fs of Digital Experience

Written by Luis Hergueta for Buljan & Partners Consulting

Luis Frase

Now that I think over Digital Customer Experience, we read in the news that the Spanish Bank BBVA is going to change its top management in order to reach its goal for a digital transformation. The banking sector, among others, is going digital (“Claves para el nuevo entorno” [Keys to the New Environment] by FIAB [Spanish Federation of the Food and Drink Industry]). On the other hand, we see that not everything is digital, as we read in this article “Si está todo en internet, ¿por qué seguimos yendo de compras?” [If Everything is on the Internet, Why do we Keep Going Shopping?]. That is to say, not everything is digital – the physical experience is fundamental but the digital side is taking on an increasingly prominent role. The mix of the two in a customer journey is key and every company has to find the right balance for its business model which will benefit the customer. 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

How do we move from transactional to experiential?

Written by Silvana Buljan for Buljan & Partners Consulting

Many organizations invest important efforts in defining guidelines, process maps, customer journeys, compliance rules and so on for giving employees guidance in human interactions, especially with customers and suppliers. The basis for these guidelines is often a rather transactional and functional view on customer experience, without touching the emotional part of the experience.

But what exactly is the emotional part of the experience? That an employee is smiling and welcoming a customer when entering into a department store for instance? Or is it the hairdresser taking care of a baby girl while her mother is enjoying a hair treatment? It can be both, and it can be none of them – the key is the authenticity and presence that I´m embodying as person delivering the experience.

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Who’s the one enjoying an unforgettable experience the most?

Written by Raquel Calleja for Buljan & Partners Consulting

Who enjoys a show the most? Spectators or artists? The latter see how their effort, their creativity and their coordination can be touching, even for the most severe critics.

Who enjoys the longest? Those who watched the show for several minutes or those who planned it for days/years and brought it to stage trying to anticipate the emotions it would generate?

In short, who enjoys the most? The receptors of an experience or the creators of it?

For us, the answer is clear: we are happier when we make our work an art that moves others.