Resources

Declan Ee of Castlery breaks down the importance of localising brand expansion and the difficulties of scaling customer service.

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Amira Geneid of Zahara discusses how the brand listens to their community to deliver beyond expectations.

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Alson Teo of Stamfles International reflects on inventing the iKook and why automation is essential to scale.

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Zara and Arif Salahuddin of Bismillah Biryani exchange views on growing a family business and prioritising product quality.

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Sharon Wong of Motherswork speaks about expanding to China and building brand loyalty with customers and staff.

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Cheng Hsin Yao of Picnic explains how he has future-proofed his latest restaurant with technology and design.

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Multihyphenate Yi Lian Ng reflects on her seemingly radical career change and life as a florist, freelance writer and stylist, and accidental entrepreneur.

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Joshua Sim, founder of The Beautiful Moment Photography, defines service excellence in a surprisingly relatable way — through emotional intelligence.

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Restaurateurs Lee Eng Su and Lee Chan Wai share their views on Singapore’s hawker food culture and how they want to change Singapore’s food industry.

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Shannon Ong and Mike Foo of Woods in the Books discuss the significance of diverse stories and the importance of growing with your customers.

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Eunyce Yap and Joanna Lam, Founders of fashion label, Love & Bravery, tell us why there should always be more to business than just the bottom line.

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Silas Lee, Founder of COO Boutique Hostel, weighs in on the role of technology in customer service and how face-to-face relationships trump all.

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Selma Bamadhaj and Nur Rulhuda of Lully Selb school us in the importance of personalised service and turning customers into friends.

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Faye Sit and Ernest Ting of Hook Coffee contemplate Singapore’s service standards and if the Singapore market is ready for better service.

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Edmund Wee of Epigram Books considers the importance of local literature and his commitment to nurturing local storytellers.

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It all began with a vision to create a culinary sanctuary where connoisseurs of traditional Cantonese cuisine can gather in celebration of exquisite dining and fine living. Today, Peach Garden is a notable household name that is synonymous with authentic Cantonese cuisine that’s pushing the boundaries of innovation in a warm and welcoming environment.

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On 28 March 2018, the Institute of Service Excellence (ISE) announced the results of its Customer Satisfaction Index of Singapore (CSISG) 2017 Full Year & Q4 study of the Finance & Insurance and Healthcare sectors at the quarterly ISE Industry Forum. Over 60 industry partners attended the Forum at Parkroyal on Pickering.

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Read about the latest CSISG release results and industry forum on November 29, the recap of the panel discussion provides insights from leading industry professionals about managing changing customer expectations in the F&B industry amid a tough economic climate.

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Read about the latest CSISG release results and industry forum on September 21 2017, recap of the panel discussion providing insights from leading industry professionals about competing in a disruptive and changing environment.

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Read the very first issue of INSIGHTS, a quarterly newsletter by the Institute of Service Excellence at Singapore Management University.

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