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.
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.
What will the future of InfoComm Technology (ICT) be like? How will these trends impact the way we work, live and play?
Painting the scenario of how things will evolve, Cort Isernhagen of IDC Insights forecasted at the recent Infocomm Technology Roadmap Symposium 2012 that the ICT landscape over the next 10 years needs to consider four macro trends supported by four key pillars of technology.
Do you know what a “white elephant” is?
Well, it is an idiom representing a valued possession where its costs far outweigh its usefulness. The phrase originated from age-old traditions in Indochina (Thailand, Myanmar). Back then, monarchs kept these rare (and burdensome) animals for the purposes of showcasing their wealth and power.
Robinsons is an icon of service in Singapore (image courtesy of goodcitydeals)
What is the best way to trigger positive and enduring word of mouth?
Is it…
Image of girl courtesy of Children’s Education Zone
Life as a parent of schooling kids isn’t a bed of roses.
After a hard day’s work, you’ve got to become teacher, coach and mentor to your precious ones. You need to find ways and means to nurture in him or her the joy of learning while fighting fatigue. Exams. Tests. Music. Dance. Sports. CCAs. The list appear to never end.
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.
Have you wondered why some people can accomplish so much with their lives, while others simply drift by?
The answer to that is time management. Or more precisely, managing the months, weeks, days and hours of your time.
The Nativity Cusco School from Brooklyn Museum (source: Wikimedia Commons)
Christmas is a most wonderful time of the year.
For some, it is a time of feasting, partying and making merry.
Few movies have impacted me as much as Life of Pi directed by Oscar winning Lee Ang based on the novel of the same name by Yann Martel.
With breathtaking cinematography, hyper realistic CGI and compelling acting, the movie was a visually spectacular work of art.
