Tag: customer experience management

Tales from the Tenement Museum

October 25th, 2012   •   no comments   


Courtesy of Gadling

Have you heard of the Tenement Museum in New York?

Founded in 1988 by Ms Ruth Abram, the Tenement Museum is a historic house museum located in the Lower East Side of New York City. Occupying a former block of apartments and shops, it depicts the gritty lives of immigrants to New York and the US from the late 1900s to early 20th century.

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Why Businesses Need to Sweat the Small Stuff

September 9th, 2012   •   no comments   

Dining in Canada
Great food, environment and service made Banff’s Wild Flour our favourite dining place

Finally, its Friday night! After a stressful work week, you can now let down your hair and party the weekend away.

The first item on the agenda? A slow dinner at the latest fine dining restaurant.
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Do Your Customers Own Your Brands?

August 5th, 2012   •   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.
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Creating Great Experiences at Universal Studios Singapore

February 27th, 2012   •   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
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Are Travel Fairs a Good Way to Sell Holidays?

February 7th, 2012   •   4 comments   

In the hypercompetitive travel trade in Singapore, merely putting together a compelling itinerary with an attractive price isn’t sufficient. With a plethora of online travel portals like Expedia, Travelocity, Zuji and Wotif muscling into their space, brick and mortar travel agents need to find new ways to differentiate themselves. With the help of online travel service providers, consumers are booking airline tickets, selecting hotel rooms, renting cars, arranging land transfers, and even making reservations for restaurants and shows in advance.

While some players like MISA Travel have gone on to develop a more e-commerce savvy website, others such as ASA Holidays have organised full-fledged trade fairs to showcase their various offerings. Together with other big outbound tour operators like CTC Travel and Chan Brothers, ASA Holidays is pre-empting the upcoming NATAS Travel Fair with their own pre-sales event (I told you it was competitive). 

Are these travel fairs successful?  Well, join me for a tour of ASA Holidays’ recent fair at Suntec City and decide for yourself.
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The Role of Showmanship in Marketing

December 25th, 2011   •   no comments   

On a recent visit to Takashimaya Shopping Centre for Christmas shopping, my family visited their highly popular basement food mall area looking for gift ideas.

Amidst the festive air, I noticed that there were many stalls offering gourmet food items for sale where the delectable pastries and candies were made ‘live’ by chefs.
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Dinosaurs Live! at Singapore Science Centre

November 19th, 2011   •   3 comments   

Dinosaurs-Live!
Tina and Ethan posing next to an animatronic Apatosaurus

“Roar, Growl, Hiss, Grr, Screech and Scream!”

Welcome to the world of the fabulous dinosaurs (also known as the “terrible lizards”) at Dinosaurs-Live!, a recently opened exhibition at the Singapore Science Centre.  Happening from now til 26 Feb 2012, the exhibition showcases almost 50 life-sized dinosaurs, reptiles and other prehistoric creatures brought realistically back to life by awesome animatronics.

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Why Branding Isn’t Just a Marketing Problem

October 25th, 2011   •   no comments   

Brand Touchpoint Wheel  
Ensure that all customer touchpoints are branded (courtesy of Marketing Brainstorm)

You’ve probably heard variations of these conversations in your own organisation:

“Our branding sucks!  Let’s change our logo and splash it all over the place.”

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How To Create Delightful Customer Experiences

October 8th, 2011   •   1 comment   

Customer Experience Delightful

In an age which some may term as the “experience economy”, companies and businesses can ill afford to focus solely on quality products or low prices. The entire spectrum of engaging and enrapturing a customer through every single touch point – both online and offline – becomes critical.

It isn’t just the transaction itself that matters. Rather the entire customer experience journey becomes important. This includes reading/hearing about your product online or offline, browsing your stores/ websites, speaking to a retail associate, purchasing the product, experiencing the product, and after sales customer service.
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A Pain Removal Solution

January 26th, 2011   •   1 comment   


Remove Our Pain and We’ll Reward You For it (source)

It often puzzles me why companies and businesses don’t focus on the obvious pain points of their customers. Why do they not listen to the repeated complaints and criticisms that have emerged both online and offline by their regular customers?

Examples of commonly felt “pain” points include the following:

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