e-Commerce: struggling to deliver international customer experience

Written by Monique Jansen for Buljan & Partners Consulting

Just a week ago I tried to make an on-line purchase. It was a gift, I was in a good shopping mood and I decided to make the on-line purchase on a French website, as I thought it would be easier as my friend the gift was for lives in France, and my guess was that it would increase the chances of a correct delivery.

I searched for the gift, found it, made some comparisons with other items on offer on the same website and made my final choice. So far it had been an excellent experience: It was a quick process, with clear instructions (useful because my French is very poor). The item was added to the shopping kart and was sitting there attractively, waiting for me to press the BUY button.

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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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The new rules of the game for Customer Intelligence

Written by Silvana Buljan for Buljan & Partners Consulting

When it comes to Customer-Centric Leadership supported by sophisticated technology I have learned something new about the current standard of customer analytics. All of us agree that we need to analyze all the data we have available for our customers to give them a better service: transactional data, profiling, behavioral data, etc. And most of us agree about the enormous efforts made in customer analytics: after a complex process of parameterization and qualification of data it sometimes takes weeks for marketing professionals to receive target group segments in order to conduct personalized campaigns. It seems that this will be redundant in the near future with recent developments at big database technology vendors, who are all going for the same concept: in-memory storage. My reduced knowledge of database technology did not keep me from understanding the new functionality of the new SAP 360 customer application based on HANA at the annual SAP Sapphire event in Madrid. If what I have seen is really how it works, it is an amazing step towards “democratization” of the availability and analysis of customer data across the organization. Even marketing and service professionals will be able to segment unstructured customer data – in real-time – without having to make internal requests for data queries to their IT departments.

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Technology yes, but with more common sense

Written by Antonio Igarza for Buljan & Partners Consulting

The implementation of a CRM software tool in the Sales Department of a company is a very important point. But this will not solve itself the current challenges our modern society has. Technology is not the solution on its own.

If we think of a standard business department, we can see how there is too much information, a large number of databases everywhere. A today´s company is not lacking data, it lacks of “knowledge”. This lack of knowledge may be, for example, the lack of innovative solutions to address lost sales, for example.

Three ideas that make us understand this reality:
a. Technology cannot identify the problems of the Sales Department. This tool, well used, helps you be an innovator, but it is not able to “extract” the real problems.
b. To define and collect the needed data to analyze the problems in any Department (example: Defining Key Performance Indicators).
c. Technology cannot analyze your problem or be the reference to obtain a solution.

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