Experience Delivery = Quality Products + Service Excellence + Empathy

do-not-disturb-signI was blessed to attend the gala Singapore Experience Awards as a guest of the Singapore Tourism Board. I was asked earlier in the year to serve as a judge to help determine the best experience providers in Singapore. I am a fan of this uniquely special city/state and truly enjoy the hospitality and fusion of eastern and western cultures that exude from this magical land.

That said, this trip has afforded me a couple of negative, aha moments related to my hotel stay. I have never been let down for inspiring service experience at the Ritz-Carlton Millenia but this visit found me in another high-end prominent Singaporean hotel. The amenities are impeccable, the staff friendly and extremely efficient but… empathy is missing. Suffice it to say the operational excellence of this hotel may come at the expense of a heartfelt understanding and anticipation of guest needs – at least as it relates to a series of incidents I encountered.

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Joseph Michelli

Joseph Michelli

Joseph Michelli, Ph.D., is an American psychologist, speaker, author, and organizational consultant.

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