Resources

Publications

Digital Banks 2021: Threats & Opportunities

It has been a year since MAS issued digital banking licenses to the Grab/Singtel consortium and tech conglomerate SEA. With the onset of Covid-19 restrictions, consumers’ interactions with their banks have evolved to become even more digital. Has consumer perception towards digital banking changed during the pandemic? How can incumbent banks defend against digital banks? And how should digital banks entice customers to try them? ISE Researchers, collecting data between late 2020 and early 2021, examine these questions and more.

Publications

Empathetic Customer Service in a Vulnerable World

As a customer yourself, have you experienced customer service professionals speak as if they are following a sales agenda or script? Or without understanding your point of view, feelings, or true needs? Or repeat standard operating procedures repeatedly without being able to help you? Or make life even more difficult than it already is for you?

Publications

Domestic Tourism 2021: Local Perceptions of Staycations & Attractions

Singapore’s tourism industry had been hit hard by the travel restrictions brought about by the Covid-19 pandemic. With international visitor arrivals grinding to a near halt, businesses have turned to domestic spend to keep afloat. This study surveyed local residents’ perceptions and sentiments towards hotel staycations and paid tourist attractions in 2020. It explores locals’ willingness to go for Staycations and visit Paid Attractions, key concerns when patronising these establishments, and how accommodation and attraction operators can alleviate such concerns to boost local engagement and visits.

Publications

Digital Banks 2020: Threats & Opportunities

Digital banks have arrived in Singapore. Compared to traditional banks, digibanks operate entirely online without any physical bank branches. ISE researchers collected data in late 2019 and early 2020, exploring the willingness of consumers to take up products with these new banks. What kinds of consumers are more likely to try using Digital Banks? How can incumbent banks defend against the new players? And how might Digital Banks entice current banking customers to switch?

Publications

CSISG Fieldwork Methodology Whitepaper

This whitepaper compares the results and respondent demographic profiles between Interviewer Administered Face-to-face Surveys and Respondent Self-administered Online Surveys, using data from the annual Customer Satisfaction Index of Singapore (CSISG) study.

Publications

UNPACKING A SUSTAINABLE CONCEPT

Florence Tay, co-founder of UnPackt, breaks down how community building and education can lead to a more enduring zero waste journey.

Publications

Getting Personal

Ho Ching Yann of Triceratops shares how being candid and sincere with customers sets her apart from the competition.

Publications

CREATING CONVERSATIONS

Sharon Tan of The Projector speaks about the privilege of amplifying community voices through diverse programming

Publications

Self-ordering systems and its Impact on Customer Satisfaction in the Food and Beverage (F&B) Sector

Discover the impact of self-ordering systems on customer satisfaction.

Publications

Navigating Conversational Flows

Abhilash Murthy of Bus Uncle explains the importance of developing a delightful user experience in the realm of chatbot design.

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Practising Empathy

Kate Low of Perk by Kate talks about how prioritising customer relationships has kept her at the forefront of Singapore's lingerie scene.

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AUGMENTING HEALTHCARE

Lim Wai Mun of Doctor Anywhere weighs in the importance of customer education and persistence when dealing with a conservative market.

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Repackaging Convenience

Leow Min Ling of Anthony The Spice Maker reflects on updating her family business to preserve Singapore's traditional flavours.

Publications

SCALING FOR THE MASSES

Ang Junting of Hai Sia Seafood traces the journey of updating a traditional businesses in a demanding trade to attract and retain talent.

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HANDMADE WITH LOVE

Anna Lim of The Soup Spoon discusses the importance of investing in staff engagement and keeping true to your brand DNA.

Publications

SERVICE FOR MILLENNIALS

Joan Chang of Lloyd's Inn relates the importance of branding for a younger audience and the changing landscape of service in boutique hospitality.

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DRESSING THE FUTURE

Christopher Halim and Raena Lim of Style Theory review the importance of appropriate automation and necessary systems in growing a young company.

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BUILDING A BETTER BUSINESS WITH RETENTION POLICIES

Richard Huggins of Rabbit Carrot Gun comments on Singapore’s manpower challenges and his radical solutions.

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DESIGNING SMALL SUCCESSES

Edwin Low of Supermama talks about how he’s built his team and the differences between Singaporean and Japanese customers.

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INVESTING IN SERVICE

Andre Huber of Huber’s Butchery looks at how family values have formed a cornerstone of their service vision.