excellence | Cooler Insights

Suprising versus Satisfying Your Customers

Walter — Tue, 12 Jan 2010 23:47:00 +0000

Surprising Them May Be Better Than Satisfying Them (Courtesy of Anthony Cain) In many B-schools, the mantra for marketing goes something like this: Do surveys and profile studies to determine what your target customers prefer. Look at how your competitors are doing it. Better yet, undertake a benchmarking exercise to see what their best practices […]

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Service Excellence without Frills

Walter — Mon, 21 May 2007 22:31:00 +0000

A contender for SPRING’s Excellent Service Award? Many of us would have heard about Singapore Airline’s legendary service. Or how every employee at Ritz Carlton, from GM down to housekeeping maid, is taught to resolve any guest complaint. Must quality service only exist in premium establishments? The answer is no. Two weeks ago, my wife […]

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Hell Hath No Fury Like a Customer Scorned…

Walter — Thu, 08 Feb 2007 00:10:00 +0000

Was horrified by Victor Koo’s recent post on his mis-encounters with a certain leading bank in Singapore. It is certainly not just an isolated incident since I heard so many horror service stories. I don’t know if you guys have watched this video about a customer’s frustrated attempt to cancel his AOL account. Vincent Ferrari […]

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How Retailers Can Go Wrong

Walter — Sun, 21 Jan 2007 14:12:00 +0000

Recently, my wife and I had the chance to speak to a young girl working at a specialty retail outlet at VivoCity. The circumstances which led to this were rather unpleasant, and I prefer not to go into details. Our conversation was pretty enlightening though. It revealed some serious flaws which certain (not all) retail […]

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Childcare Leave and Dell Heaven

Walter — Mon, 08 Jan 2007 09:00:00 +0000

Yes, I am back online! It sure feels good to be connected again, after last fortnight’s scary episode. First, I must share that I took childcare MC leave today to bring my kid to the paediatrician. He was the latest victim, together with my wife and I, of some gastric related flu. It was some […]

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Why Japanese Service is Ichiban

Walter — Sat, 23 Dec 2006 01:45:00 +0000

Even fish mongers treat you like a god! A key reason why I enjoyed my recent vacation to Hokkaido so much was the customer experience. Let’s face it. Japanese service quality is light years ahead of ours. Almost everybody I know who visited Japan raved about it. However, they do also have certain chinks in […]

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Replace Without Question

Walter — Sat, 16 Dec 2006 13:26:00 +0000

Just got back from a fabulous holiday in wintry Hokkaido. Will blog about it soon. Meanwhile, another brilliant example of how service should be from Seth Godin. No questions asked and no serial number, receipt, warranty card or other forms of authentication needed. Just what we need here in “black and white” Singapore. Laurie writes, […]

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Now That’s What I Call Service!

Walter — Wed, 15 Nov 2006 09:31:00 +0000

I came across this post from marketing guru Seth Godin about service on an airline. Thought it was interesting enough to share. Joel Spolsky shares this great story from a flight attendant: Alright, I am gonna dote on my company for a few minutes. As most everyone on here is probably familiar with, last night […]

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