Tag: service excellence

The True Price of Excellent Service in Singapore

December 4, 2014 Blog, Business and Management no comments

Read in The Straits Times and Channel News Asia today that almost four-fifths of Singapore consumers are willing to pay more for excellent service. Internationally, we rank second only to India – and are on par with the United States – for consumers willing to pay more for good service.

Here are the key findings reported in mainstream media based on the study by American Express and Ebiquity:


Wow Customers with Anticipatory Service

November 25, 2013 Business and Management 1 comment

Wow Customers with Anticipatory Service
Courtesy of Rewire Me

I was totally floored by a blog post by Jackie Huba of Church of the Customer.

In her post, Huba recounted how Nordstrom – a beacon of premium customer service in the US – upped the ante by replacing her worn-out loyalty card with a new one sent to her home without any prompting. All it took was for Huba to remark that her card was old and presto! A new card was delivered.


Five Ways to Boost Productivity of SME Retailers

March 26, 2013 Business and Management 1 comment

boosting-sme-retail-in-singapore

Oh the woes of the SME retail sector in Singapore. I’m sure you’ve read or heard about them.

Demanding consumers. Price competition. Sky high rentals. Relentless staff turnover (up to 300% a year in extreme cases). Difficulty in hiring. Competition from big chains. Rising utility costs. Increasing costs of goods. Growing transportation costs.

The list of problems faced by SME retailers is seemingly endless.


Owning Your Customer’s Experience (Part 1)

January 9, 2013 Business and Management 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.