Tag: customer experience management
Can No Service Be The Best Service?
Do you enjoy the self check out queues at supermarkets? (courtesy of MUO)
What is fabulous service? How do you define a “delightful experience”?
To many, an exceptional encounter is a heroic one, epitomised by a smiling human being who jumps through flaming hoops to provide memorable encounters.
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How Stories Bring Brands To Life
TOMS shoes has one of the most best brand stories ever (source of image)
Logos. Taglines. Company names. Mastheads. Mascots. Jingles. More logos.
Every single day, we’re exposed to hundreds of different brands. These cover the entire spectrum of the consumption experience – from F&B to fashion, tuition services to toiletries.
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Great Service = Great Marketing
Robinsons is an icon of service in Singapore (image courtesy of goodcitydeals)
What is the best way to trigger positive and enduring word of mouth?
Is it…
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Tales from the Tenement Museum
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
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?
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
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?
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
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
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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