Tag: customer experience

Will Content Marketing Kill Your Business?

December 20th, 2016   •   no comments   

Will Content Marketing Kill Your Business

One of the greatest objections to content marketing which I’ve heard repeatedly is this:

Wouldn’t content marketing erode my competitive advantage?
Read More


Five Ways Singapore Retailers Can Beat the Gloom

July 10th, 2016   •   1 comment   

Five Ways Singapore Retailers Can Beat the Gloom

Capitol Piazza is spanking new, but it’s shops are already offering offers and discounts – even during weekends.

It was the best of times. It’s now the worst of times?

Retailers and shopping mall owners in Singapore are breaking out in a cold sweat these days.
Read More


Digital Marketing Trends: Key Insights in 2015

March 4th, 2015   •   no comments   

Personalisation and Customer Experience 2015

What is the single most exciting digital marketing opportunity in 2015?

Nope, it isn’t about generating great content. Neither is it mining mountains of big data, or optimizing social media channels.

Rather, customer experience is the holy grail for digital marketers this year. At least according to Adobe and Econsultancy’s Digital Trends 2015 report.
Read More


The Five Levels of Customer Engagement

October 27th, 2013   •   1 comment   

Group of Business People Holding Placards Forming Customer

Courtesy of DC Marketing Pro

Customers. Love them or hate them, they’re the only reason for our existence.

In the past, our customer relationships were pretty non-existent. A customer walks into a store, browses around, picks up a can of soda, pays, and leaves.

Perhaps a lady could be having her hair done at a salon, and the stylist would banter with her while trimming her tresses. After her hair is styled and cut, she departs happily to her next appointment.
Read More


Customer Sense: Book Review

July 10th, 2013   •   no comments   

Do you know that your five senses (sight, sound, scent, taste and touch) play a major role in what you buy?

While marketers go gaga over social technologies and their impact on digital commerce, it is often our physical perceptions of a product which influence buying decisions.
Read More


The 5 Rs of Curation

June 2nd, 2013   •   no comments   

5 Rs of Curation

A curator hard at work (source of image)

Curators. I should know them.

Guardians of museum collections, curators acquire artefacts and artworks, conduct research, publish articles or books, and mount exhibitions.
Read More


Four Tools to Improve Productivity

March 7th, 2013   •   3 comments   

Four Tools to Improve Productivity
You need the right tool for the job (Swiss Army knife courtesy of Victorinox)

Productivity is one of the main prerogatives for Singapore’s service-based and export-driven economy.

Unfortunately, it is also one of the toughest challenges to surmount.

As I’ve blogged previously, addressing our productivity challenge entails understanding what it means. This involves studying how man, method, machine, material and other means are combined to generate wealth for the enterprise in the most effective and efficient manner. Through the careful analysis and diagnosis of problem areas, organisational productivity issues can be resolved.
Read More


Owning Your Customer’s Experience (Part 2)

January 11th, 2013   •   no comments   

Owning Your Customers Experience Part 2
Singapore Airlines cabin crew are trained to own the customer experience (image from Singapore Airlines)

Does your organisation hold a common view of the customer experience? Does everyone know what it looks like when it is done well? What are you willing to give up to get it?

These questions frame the development of a customer experience vision for any tourism business.
Read More


Owning Your Customer’s Experience (Part 1)

January 9th, 2013   •   no comments   

Owning Your Customers Experience 1
Courtesy of HotelManagement.Net 

The world has changed. Customers now have all the information they need to decide where they wish to visit, what they want to buy, and what services they require.

With an attention span of 90 seconds or less (at 140 characters each time), business as usual isn’t going to cut it for the Facebook and Twitter generation. The game has changed from word of mouth to world of mouse.
Read More


How Service Leaders Innovate

December 29th, 2012   •   1 comment   


Sentosa’s WAVE ensures that guest centric values are instilled in all employees (courtesy of Sentosa)

What distinguishes service stars from other establishments? Is there a magic formula?

Well, the answer is less to do with rocket science than with investing in people.
Read More


Page 1 of 3123