Posts in category: Engagement

Best customer service experience

I have just had the best customer service experience in a long time. Where: Eagle Boys Pizza at Perth International Airport. When: Just past midnight on 10 Feb 2009. How: The person behind the counter was happy. Genuinely, authentically happy. She was the essence of...

Feeling the attention

Attention is good. The smallest action can often have greater impact than originally intended. My Singaporean bank rang today to confirmed a charge on my credit card. I had bought some DVDs from a shop in Perth, Western Australia. Sure, they were merely being vigilant...

Giving first makes getting later easier

If you want something from someone, you should think about giving them something first. This has to be done with the genuine desire to help of course; and not a half-arsed attempt to create guilt by manipulation. I walked out of Phuket airport recently and stopped to...

Crappy travel agent

I had the dubious pleasure of meeting possibly the worst travel agent ever recently. They made me feel stupid. I came with information. I knew what I wanted to do, the sorts of place I wanted to be at, and my budget. None of this seemed to be useful as all they wanted...
Chinese blog posts idea

Chinese blog posts idea

It has been a super-busy month. My ideas-file is filling up with stuff waiting to make it onto this blog. Oh well, such is life. More thoughts and posts are coming when I get to them. Promise. 🙂 Here’s a question for you: would you like to see (selected) blog...
Five gamification techniques for business

Five gamification techniques for business

Engagement, productivity and quality When designing an enterprise application or business process, incorporating simple gamification techniques can encourage participation, increase productivity, and improve quality. Gamification borrows engagement techniques from the...

When service becomes automated and meaningless

Intentions show through. Despite going through the motions of respect, politeness and customer care, the absence of real care shows through clearly. Many of the Singaporean service personnel I have encountered recently demonstrated this. They take my money or credit...

Good processes and little things

I was sitting in a popular dumplings restaurant (under the Paragon shopping centre on Orchard Road) in Singapore. It is obviously popular because we had to get a number and wait to get in. And the place was packed from about 6pm when we arrive to 9:30pm when it shut....

Singapore Airlines – differentiation through service

The service on Singapore Airlines is impeccable and faultless, even in Cattle Class. It was certainly not your average domestic no-frills flight. And they know it. The global airline industry is as competitive as any global business. While American Airlines is...
Global product experience uniformity only skin deep

Global product experience uniformity only skin deep

Despite best efforts at the global standardisation, the experience of a product or service can vary greatly depending on the local culture. It is coloured by comparisons with local competition, and local cultural perceptions of the product’s originating culture. This...

Happy Nothing Day

Easter is here already. It has been here since February. What’s next? Christmas starting in July? After all, we already have Christmas in July – why not link this through to Christmas in December? Saves having to restock the shelves and pull down the...

Changing ‘them’ is easier

Our brains are very good at supporting and bolstering our ingrained beliefs and perceptions of the world. Left to its own devices, it dutifully filters all the incoming information and stimuli to present only what supports our current worldview. For example – I may be...

Paddy’s Market

As I was wandering up and down the aisles between the numerous stalls at Paddy’s Market on the weekend, I noticed the market seem to be largely made up of multiple look-alike stalls. There were multiple stalls selling the same selection of wigs, toys, lingerie, and...

Tipping the barber

My barber charges $14 per hair cut. Some customers choose to leave a $1 tip. This is an interesting and easy way to gauge customer satisfaction – easy for the customer to round up if they want to, and easy to process. Divide the day’s takings by $14; and the remainder...

Get out of your customer’s way!

This article by Nick Usborne, Flywheels, Kinetic Energy, and Friction, beautifully describes the behaviour of customers in the lead up to buying and in the act of buying. It shows what you as the vendor can do to help, or get in the way of your customers. Whilst...

Reimagining car rental companies

Why is it that all rental car companies sock you with seemingly gratuitous, unexpected, undeclared, hidden-in-fineprint, and fear-ridden charges when you arrive to pickup your car? When you have specifically, pointedly, unambiguously confirmed repeatedly, when making...

Making clients cry

In a session with a client today, I was attempting to put into words their cause, their reason for being in business. As I wrestled with different words and visions, telling and retelling their story in different ways, one of the partners said “Oh … I am...
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