Customer Centric Management in online business models

Written by Luis Hergueta for Buljan & Partners Consulting

Today, we are facing a mindset change from offline business models to offline-online combined business models. It is combined because online business models often start with the website and social media and forget about all the rest.

To consider the importance of an online business model is that B2C, B2C etc, process are changing: time and distance barriers are modified through DSL contact. But online processes have an impact on the offline one and for those used to the traditional offline processes this is frequently an issue. Many traditional business models are no longer active since they have been replaced by trendy models. So it is important to change minds and again, see the whole from our customer’s perspective: through Customer Experience Management.

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Exceeding Expectations

Written by Luis Hergueta for Buljan & Partners Consulting

Exceeding Expectations is the situation when results are above and beyond in the customer journey.

“The key is to set realistic customer expectations, and then not to just meet them, but to exceed them”. “Surpassing expectations on the service side means that your people understand what your brand stands for, that they are proud of it and will go the extra mile to make sure that your customers are happy”.

Richard Branson

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