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.
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…
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.
Don’t hire a consultant who doesn’t look good in a suit (courtesy of consulta panel)
Are consultants a boon or a bane? Do they really help or hurt your organisation?
This is the question I’ve been asking myself lately. Tasked with improving things in the organisation, my mind reflected upon the pros and cons of hiring management consultants.
OK, maybe Lady Gaga’s meat dress is a little too weird (courtesy of Crushable)
Eccentricity isn’t a liability. Run-of-the-mill is.
Think for a moment about the most successful rock stars in history.
Stumped by an insurmountable problem at work? Keen to generate ideas that are “out of the screen”? Wish to find a way to make “gaming” come to life?
With Gamestorming by Dave Gray, Sunni Brown and James Macanufo, you now can.
