Tag: customer service

When Less is More

December 29, 2013 Content Marketing 2 comments


Courtesy of Bruce Kasanoff

In the age of the social “avalanche”, we’re bombarded with a non-stop stream of information.

From millions of websites, thousands of apps, to hundreds of channels, endless varieties of choices awaiting us. Smartphones are now laden with so many mind boggling features that you wonder who on Earth is capable of using them.


Wow Customers with Anticipatory Service

November 25, 2013 Business and Management no comments

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.


SG Rating – A Tool for Consumer Businesses

April 2, 2013 Content Marketing no comments

Customer service is one of the most talked about topics in Singapore. Hell hath no fury like a Singaporean customer scorned. At the same time, we have this incredible obsession to share what we eat, wear, buy and do, often with “value-added” comments (“yay” or “nay”).

Unfortunately, retailers and F&B operators are often oblivious of what their customers think. While a few do trawl the web to search for answers (good or bad), most continue their operations in blissful ignorance.


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.


Do Your Customers Own Your Brands?

August 5, 2012 Blog 1 comment


Let your customers “own” your brand (courtesy of Thaeger)

In a world overflowing with “me-too” goods and services, consumers are seeking ways to assert their individuality. In an overcrowded marketplace teaming with repetition and homogeneity, they crave personalised products and experiences that reflect their individual identities.

This phenomenon of personal expression is catalysed by the rise of social technologies and networks such as blogs, forums, Facebook, Twitter, Youtube and other community channels.


How C. Wonder Pampers Its Customers

May 22, 2012 Blog no comments


Source of image

Leading investor and serial entrepreneur J. Christopher Burch has more than 30 years of experience in various technology and luxury brands, including Aliph (Jawbone), NextJump, and Tory Burch. At a talk given at the Asia Fashion Summit recently, he shared about his experience with C. Wonder – a fast growing apparel, accessories and home décor retailer, and how he built a strong retail brand focused heavily on delighting customers and meeting their lifestyle needs.

Predicated on the concept of the customer being “our girl”, the customer experience in C. Wonder stores are predicated on “service credos” such as the following:


How To Create Delightful Customer Experiences

October 8, 2011 Business and Management 3 comments

Customer Experience Delightful

In an age which some may term as the “experience economy”, companies and businesses can ill afford to focus solely on quality products or low prices. The entire spectrum of engaging and enrapturing a customer through every single touch point – both online and offline – becomes critical.

It isn’t just the transaction itself that matters. Rather the entire customer experience journey becomes important. This includes reading/hearing about your product online or offline, browsing your stores/ websites, speaking to a retail associate, purchasing the product, experiencing the product, and after sales customer service.