Tag: customer service

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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How Anticipatory Marketing Helps You Win Customers

May 18th, 2009   •   3 comments   

Anticipatory Marketing Delivery

Can you deliver what your customers want – before they even ask? (Designed by Freepik)

Remember the last time you visited a store which offered you a cup of warm tea on a cold day?

How did that make you feel? Warm, welcomed, and ready to reward your hosts, I bet.
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Getting (and Teaching) Your Customers to DIY

May 15th, 2009   •   no comments   


Its the journey and not the destination (courtesy of dadadreams)

What is the best way to capture your customer’s hearts and minds? How do you make them feel a sense of ownership for your brands, products and services?

The secret lies in getting them involved as much as possible.
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Saying Sorry is Good for Business

August 22nd, 2008   •   3 comments   

Saying Sorry is Good for Business
Image courtesy of Billboard

“Sorry” may be the hottest hit by Justin Beiber on the charts today. However, it is still incredibly hard for companies to say.

And that has led to so many countless cases of organisational grief over the years.
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Service Recovery at an Aunty Restaurant

April 27th, 2008   •   5 comments   

To celebrate my dad’s 68th and my niece’s 10th birthday, my mum decided to book a restaurant for dinner last night at Tiong Bahru’s Seng Poh Lane. Going by the unassuming name of Por Kee Eating House (porky?), the outlet was your typical old-fashioned Chinese restaurant with red plastic chairs and an outdoor al fresco eating area. It was as unpretentious as you can get, with a clear focus on its food rather than ambience.

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When we arrived, we were ushered to a space next to the public carpark outside, under the starry moonlit sky. As the evening was cool, most of us didn’t quite mind sitting outside. Especially with a beer or two!

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My Family’s Car Accident – A Tale of Service Excellence

October 7th, 2007   •   32 comments   

Yesterday afternoon, my wife together with my son and maid got into an accident along CTE (I was attending a work lunch then). What happened was a tale of God’s divine providence mixed with extraordinary service excellence.

My wife was driving towards the city and encountered the usual Saturday afternoon jam. Traffic was extremely heavy and crawling at a snail’s pace. Unfortunately, a slick black BMW driven by a young 19 year old guy crashed into the rear of our car. He must either be driving his dad’s car or distracted by his girlfriend.

The shock was so hard that the beamer’s airbag popped up. Fortunately, my family didn’t suffer major injuries although my maid had a swelling on her head (currently under observation) while my wife’s back hurt. Both cars stopped and my wife took down the driver’s full particulars (NRIC, license plate, hand phone photos of damage, insurance company, car model).
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Service versus Sales

August 13th, 2007   •   13 comments   


Used car salesman (courtesy of Chaka Raysor)

I am always puzzled why companies spend a lot more energy and focus on trying to sell rather than pleasing their customers. If you don’t already know, customer retention is a far more profitable strategy than customer acquisition. That, plus the fact that word of mouth is taking off more than ever in this ad-saturated age of increasingly powerful social networks. Here are some sobering statistics which tells you why you should pamper your existing customers rather than court new ones:

  • A typical dissatisfied customer will tell 6-10 people about the problem. A typical satisfied customer will tell 1-2 people.
  • It costs 6 times more to attract a new customer than it does to keep an old one.
  • Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.
  • About 7 of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
  • If you resolve a complaint on the spot, 95% of customers will do business with you again.

(Source: Customer Are Always)

Studies have also shown that a Customer’s Lifetime Value (CLV) can be far greater than that of a single transaction. In fact, 70% of a telco’s revenue comes from 30% of its customers: those who stay for years and purchase increasing levels of service. There is a nifty way to calculate CLV here.

Now shouldn’t you start paying more attention to those customers who made you who you are?


Service Excellence without Frills

May 21st, 2007   •   12 comments   

P1010616
A contender for SPRING’s Excellent Service Award?

Many of us would have heard about Singapore Airline’s legendary service. Or how every employee at Ritz Carlton, from GM down to housekeeping maid, is taught to resolve any guest complaint. Must quality service only exist in premium establishments?

The answer is no.
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