Tag: customer experience

The Thank You Economy: A Book Review

December 7th, 2011   •   2 comments   

Written by straight-talking serial entrepreneur and founder of Winelibrary.com Gary Vaynerchuk, The Thank You Economy presents a no-holds-barred approach to how businesses can leverage on the power of social media. Packed with case studies from online retail darling Zappos, burger joint AJ Bombers, burrito selling Boloco, Dr Irena Vaksman (a tweeting dentist!) to the Joie de Vivre Hotels, the New York Times and Wall Street Journal best seller is written in his characteristic heart-on-the-sleeve and conversational manner. 

For an idea of what this means, check out the video featuring Gary below:

Read More


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.”

Read More


Why We Love to Dine Out in Canada

June 15th, 2011   •   1 comment   

Contrary to our initial perceptions, Canada (well at least the Vancouver-Banff-Jasper stretch) generally offered a decent dining experience. While the variety and pedigree of their cuisine can’t quite match that of Singapore, I do enjoy the experience of dining out in Canada.

First, almost every place offered a vegetarian, vegan, or healthier dining option. This was great for a semi-veggie like me trying to eat more healthily, ethically and sustainably. Many of the restaurants or cafes were also quite flexible and willing to make changes to their menu to suit your taste.

Dining in Canada
Enjoying a veggie sandwich and a vegan burger at a pub-diner in Jasper
Read More


Why Do Crowded Buses Still Happen?

January 12th, 2011   •   6 comments   

One of the most befuddling things I encounter, day after working day as a bus commuter, is this:

Why are the same crowded buses always crowded?

Read More


Close Your Eyes and Don’t Peek!

October 2nd, 2010   •   no comments   

Surprise!
Magic shows always work because kids loved to be astonished

Have you wondered why kids like birthday or Christmas presents so much? Or why teens and youths enjoy watching the latest “Lady Gaga” music video?

I believe that it is captured in a single word: Surprise.
Read More


What a Bus Captain Taught Me

August 17th, 2010   •   4 comments   

Singapore SBS Public Bus
Courtesy of Naked Singapore

After a long and tiring day at work, I had my dinner at a coffeeshop in Chinatown and was waiting for my usual buses back home. The bus stop was pretty crowded with weary commuters.

While waiting for my bus, I noticed something unusual.

Read More


Are Your Customers Really Comfortable?

August 4th, 2010   •   1 comment   
Mummy's 64th BD @ Relish
My family loves to visit Relish (by Wildrocket) for their great service, comfortable ambience and fabulous food.

Don’t ever assume that your customers are the exact duplicate of you. Chances are, they aren’t.

There are so many reasons why they may be different. Human beings are such complex creatures that entire disciplines like anthropology, sociology and psychology have evolved in desperate bids to understand their behaviours.
Read More


Has Bali Lost Its Allure?

June 27th, 2010   •   3 comments   

P1180195
Ibu Oka’s Babi Guling at Ubud

Bali has always held special meaning to me and my wife. It was on this tropical island that we had our honeymoon way back in January 2003. Back then, I was so inspired by the holiday experience and customer encounters that I wrote an article that was published in the Straits Times on the legendary hospitality of Balinese.

Sadly things have changed, even at Ubud (Bali’s cultural heart) which is supposedly less mercantilist than Kuta, Uluwatu or the coastal cities. While its verdant and pastoral landscapes have largely remained, the ugly effects of commercialisation and gentrification have left major scars on the island.
Read More


Creating Exceptional Customer Experiences

January 30th, 2010   •   3 comments   

Creating Exceptional Customer Experiences

Courtesy of Inside Retail HK

How can retail and service businesses differentiate themselves through service?

That is the age-old problem faced by numerous consumer-facing businesses here in Singapore and everywhere around the world.
Read More


The Four Rs of Winning Businesses

December 25th, 2009   •   no comments   


Competing in a crowded marketplace requires the 4 Rs (Shinjuku courtesy of William Bullimore)

What are the most important ingredients in any successful business?

Is it the ability to stimulate Recognition deep, far and wide, penetrating into every household (or organisation) in the land?

Read More


Page 2 of 3123