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.

Weiterlesen

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.