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Can I Have Some Service Please?

Can I Have Some Service Please?

. Talking to each other while customers are waiting is not service. Pretending not to notice when a customer’s trying to wave you down is not service. Allowing a queue cutter to pay first is not service. Acting all bothered and disgruntled when your faults are pointed out (and it’s clear that you’re at fault) […]

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FireFly: AirAsia the Sequel?

FireFly: AirAsia the Sequel?

  While still on the subject of airlines and their lesser counterparts, right here in Malaysia we have a perfect example of an imitated airline that is now in the shadows of its original predecessor. This homegrown company could act as an example for what Scoot needs to scurry away from. Without a strategy, the […]

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Scooting On Thin Ice?

Scooting On Thin Ice?

It was recently announced, in the venerable Wall Street Journal, no less, that the new low-fare arm of Singapore Airlines is set to begin operations in mid-2012. The new entity, called Scoot, is touted as an attempt to “defend margins that have been chipped away by other low cost carriers like Jetstar and Air […]

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What If Your Brand Got Criticised?

What If Your Brand Got Criticised?

  With social media like Facebook or Twitter, customers now can communicate directly to brands – in a one-to-one manner, instead of dropping their complaint or suggestion letter in a customer feedback box. An average Joe can now directly query, comment, praise or criticise the brands and get these feedbacks reciprocated – all in real […]

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