Seamus Phan

Speaker, Author, Strategist, Technologist, Artist

Tag: customer service (Page 1 of 7)

20160129_b737_uudd7 - Seamus Phan in a Boeing B737NG procedure trainer

What can an airline learn from an enlightened service approach?

As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

Finding faith

Unlimited revisions and the creative heartache

Recently, there was furore over a couple of companies which pressed for “unlimited revisions” in their creative briefs, which some media published and sparked lots of debate, especially in the creative industry. The good thing was that the companies revised their briefs and took away the “unlimited revisions” clause. Happy ending?

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

Thank you sign

Empathy, and not AI or automation, is the REAL enabler of UX and UI

Today, my family had the most unpleasant experience at a local McDonald’s outlet, where patrons waited for an hour (my family waited for half an hour) for what seemed like simple breakfast orders. The problem? Let’s start with the new self-service kiosks.

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

Danger sign

Saying sorry and crisis communication

When it comes to a crisis that demands an apology, the hackneyed responses that I have read, heard or seen in many such occasions, are often criticized and ridiculed. It is not difficult to see why.

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

Great Indian vegetarian food at Komala's Restaurant at ARC

Customer service excellence and a little Indian vegetarian eatery

We are simple consumers. We have a simple wish – to have a pleasant experience whenever we enter a service establishment, and to come out of it just a little happier. Is it that esoteric a wish? I do not think so.

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

budding plant

Serve customers well, not with lawsuits

It seems ludicrous that a company would sue its paying customers, since customers pay the bills and ensure the survival of a company.

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Seamus Phan has 32 years of professional experience. He is a professional speaker, marketing and branding consultant, creative director, book author, technologist, artist, and aviation enthusiast. Some of his blog articles are reproduced at McGallen & Bolden, where he is the CTO and Head of Content. Connect on LinkedIn. ©1984-2018 Seamus Phan. All rights reserved.

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Copyright©1984-2018 Seamus Phan. All rights reserved.