service failure | Cooler Insights

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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Marketing Public Services

Walter — Fri, 04 May 2007 22:05:00 +0000

Came across this interesting post by Seth Godin on his experience in applying for a VISA at the Indian Consulate. Totally agree with Godin that little touches like this make a world of difference to the way people perceive a country before they travel there for whatever purposes. I guess this is why in branding […]

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Customer or Crook?

Walter — Sat, 10 Feb 2007 16:54:00 +0000

Spotted this sign at a second-hand bookshop somewhere. It tells me a couple of things: 1) We are very pally with the men-in-blue so “you better watch out, you better not cry…” 2) If you lose your receipt, good luck to you. We are not going to be sympathetic to your reasons. 3) We are […]

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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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