Tag: customer experience management

7 Ways to Truly Delight Your Customers

February 19, 2014 Content Marketing no comments

7-ways-to-delight-your-customers

Marketing is broken. At least in the traditional sense.

Focused on customer acquisition, promotions and sales volumes, traditional marketing views customers as “targets” to be arrowed.

Bigger, bolder and flashier campaigns are launched to attract their rapidly diminishing attention while carrots like discounts, freebies and lucky draws are dangled to coax them to open their wallets. 


When Less is More

December 29, 2013 Content Marketing 2 comments


Courtesy of Bruce Kasanoff

In the age of the social “avalanche”, we’re bombarded with a non-stop stream of information.

From millions of websites, thousands of apps, to hundreds of channels, endless varieties of choices awaiting us. Smartphones are now laden with so many mind boggling features that you wonder who on Earth is capable of using them.


Wow Customers with Anticipatory Service

November 25, 2013 Business and Management 1 comment

Wow Customers with Anticipatory Service
Courtesy of Rewire Me

I was totally floored by a blog post by Jackie Huba of Church of the Customer.

In her post, Huba recounted how Nordstrom – a beacon of premium customer service in the US – upped the ante by replacing her worn-out loyalty card with a new one sent to her home without any prompting. All it took was for Huba to remark that her card was old and presto! A new card was delivered.


Do Your Customers Own Your Brands?

August 5, 2012 Blog 1 comment


Let your customers “own” your brand (courtesy of Thaeger)

In a world overflowing with “me-too” goods and services, consumers are seeking ways to assert their individuality. In an overcrowded marketplace teaming with repetition and homogeneity, they crave personalised products and experiences that reflect their individual identities.

This phenomenon of personal expression is catalysed by the rise of social technologies and networks such as blogs, forums, Facebook, Twitter, Youtube and other community channels.


Creating Great Experiences at Universal Studios Singapore

February 27, 2012 Blog 2 comments

Battlestar Galactica @ Universal Studios Singapore

On a recent study trip to Universal Studios Singapore (USS) at Resorts World Sentosa (RWS), I had the privilege of learning how the theme park – arguably the most popular in Southeast Asia – creates, develops and manages memorable and delightful guest encounters. While these strategies do not cover all aspects of a world class theme park’s operation, they do form an important component of their visitor experiences. These help to trigger positive word of mouth and generate repeat visits.

Extensive and Immersive Theming