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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Size Matters

Written by Luis Hergueta for Buljan & Partners Consulting

This is quite obvious in many areas in life but it is not always considered in terms of companies. I was once asked: how long does it take to do this?”, and I answered: “well, it depends on your processes” (CRM mentality, of course).

And for sure processes involve people, time, resources, choices…. All of this we deal every day with. So the more parties you have in a decision, the longer it takes to decide.  Many parties might enrich the final decision / project, but maybe not.

How many emails do you receive a day so that you are informed about all actions being taken in your company? So either you are in a communication overload regardless of the company size or the company is just too big not allowing you to see more than you can read.

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