Tag: customer service

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?

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Service Failure at a Supermarket

October 31st, 2010   •   2 comments   


Supermarket shelves should always be full stocked (source)

While grocery shopping recently, my wife Tina experienced an inexplicable service failures at one of the largest supermarket chains in Singapore.

The story went like this.
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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.
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Why Wowing Customers (Alone) Isn’t Enough

August 26th, 2010   •   4 comments   


Courtesy of sayitcommunity.com

Lately, I’ve been listening to Harvard Business Review’s excellent Idea Cast during my commute, and have been inspired by some of its ideas. The latest on “Why Delighting Your Customers is Overrated” was quite a revelation.

Presenting findings from a study of some 75,000 people by Matthew Dixon, managing director of the Corporate Executive Board’s Sales and Service Practice, it revealed the following findings:

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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.

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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.
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Has Bali Lost Its Allure?

June 27th, 2010   •   3 comments   

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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.
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Ritz Carlton’s Legendary Service

June 12th, 2010   •   1 comment   

Ritz Carlton's Legendary Service

Ritz Carlton is the epitome of superior customer experience (source)

Have you pampered yourself with a Ritz-Carlton experience? If you did, I’m sure the experience was unforgettable.

How did the world’s premiere hotel brand manage to achieve such lofty heights in customer service and experience? What is its secret formula?
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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.
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America’s #1 Retailer in Customer Service

June 1st, 2009   •   1 comment   

America’s #1 Retailer in Customer Service

Courtesy of Fortune

A Nordstrom housekeeping staff at Connecticut found a customer bag together with her receipt and flight itinerary in the parking lot.

As the customer probably left the store directly to catch her flight at John F. Kennedy International Airport in New York, he looked up her phone number in the company’s system… 
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