service quality | Cooler Insights

SG Rating – A Tool for Consumer Businesses

Walter — Tue, 02 Apr 2013 05:19:00 +0000

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 […]

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Owning Your Customer’s Experience (Part 2)

Walter — Thu, 10 Jan 2013 16:14:00 +0000

Does your organisation hold a common view of the customer experience? Here are some steps to consider when implementing your customer experience strategy.

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Great Service = Great Marketing

Walter — Wed, 02 Jan 2013 05:21:00 +0000

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… A) Rolling out fantastic promotions and irresistible deals, such as two-for-one deals or “everybody-win” contests? B) Creating fantastic publicity events, like the recent jump from space by Felix […]

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How Service Leaders Innovate

Walter — Fri, 28 Dec 2012 19:20:00 +0000

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. As a judge for the Singapore Experience Awards 2012, I was recently invited […]

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Why Businesses Need to Sweat the Small Stuff

Walter — Sun, 09 Sep 2012 02:39:00 +0000

Paying attention to the little things can make all the difference in one's business. It is critical to remove these minor pain points first before thinking about incorporating any "heroic" service gestures.

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Why We Love to Dine Out in Canada

Walter — Wed, 15 Jun 2011 13:52:00 +0000

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 […]

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A Pain Removal Solution

Walter — Wed, 26 Jan 2011 14:38:00 +0000

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” […]

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Why Do Crowded Buses Still Happen?

Walter — Wed, 12 Jan 2011 23:01:00 +0000

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? On the flip side, why are the same relatively empty buses empty over the same period? Naturally, there could be many different reasons why this is so, and they […]

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Service Failure at a Supermarket

Walter — Sun, 31 Oct 2010 22:32:00 +0000

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. My wife was looking for ingredients to prepare a clam-based pasta with white-wine sauce. To give it a nice finishing touch, […]

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You Are Probably Guilty Of These Customer Service Mistakes

Walter — Thu, 26 Aug 2010 22:14:00 +0000

You don't need to be a customer service hero to win their hearts and wallets. Instead, focus on fixing their pain points. Here's how.

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