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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.
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.
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.
Great food, environment and service made Banff’s Wild Flour our favourite dining place
Finally, its Friday night! After a stressful work week, you can now let down your hair and party the weekend away.
The first item on the agenda? A slow dinner at the latest fine dining restaurant.
Contrary to our initial perceptions, Canada (well at least the Vancouver-Banff-Jasper stretch) generally offered a decent dining experience. While the variety and pedigree of their cuisine can’t quite match that of Singapore, I do enjoy the experience of dining out in Canada.
First, almost every place offered a vegetarian, vegan, or healthier dining option. This was great for a semi-veggie like me trying to eat more healthily, ethically and sustainably. Many of the restaurants or cafes were also quite flexible and willing to make changes to their menu to suit your taste.
Enjoying a veggie sandwich and a vegan burger at a pub-diner in Jasper
Remove Our Pain and We’ll Reward You For it (source)
It often puzzles me why companies and businesses don’t focus on the obvious pain points of their customers. Why do they not listen to the repeated complaints and criticisms that have emerged both online and offline by their regular customers?
Examples of commonly felt “pain” points include the following:
One of the most befuddling things I encounter, day after working day as a bus commuter, is this:
Why are the same crowded buses always crowded?
Supermarket shelves should always be full stocked (source)
While grocery shopping recently, my wife Tina experienced an inexplicable service failures at one of the largest supermarket chains in Singapore.
The story went like this.
Courtesy of sayitcommunity.com
Customer experience management is the new marketing. While the world swoons over the impact of digital technologies on customer experience, it is often basic customer service which determines if a company swims or sinks.