Subscribe
The World's leading Oil & Gas online event

Virtual Conference

July 11, 2022

The world's leading Cultural Transformation Industry online event

Virtual Conference

July 26, 2022

Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The World's leading Enterprise Architecture Industry online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence industry online event

Virtual Conference

August 16, 2022

The world's leading RPA & IA Industry online event

Virtual Conference

August 23-25, 2022

The world's leading Digital Process Automation Industry online event

Virtual Conference

June 21, 2022

The world's leading Blockchain Industry online event

Virtual Conference

September 6-8, 2022

The world's leading Oil & Gas online event

Virtual Conference

July 12, 2022

The world's leading Cultural Transformation online event

Virtual Conference

July 26, 2022

The Europe's leading iBPM Industry online event

Virtual Conference

August 2, 2022

The world's leading Enterprise Architecture online event

Virtual Conference

August 9-10, 2022

The world's leading Artificial Intelligence online event

Virtual Conference

August 16, 2022

Balakarthik Venkataramanan
By
August 05, 2016

Customer Experience Lessons Straight from the Toilets of Singapore Airport

banner_CX_lessons.png

I am a frequent visitor to Singapore but for this time around, it was just a 45 minutes transit at the Singapore Changi airport and I was NOT looking forward to it. Especially after missing my flight from Seoul to Kuala Lumpur (my final destination) because of the flight delays at Detroit (my origin) and then staying at the Seoul transit hotel for 9 hours. 

The only way, Delta could route me from Seoul to Kuala Lumpur was through Singapore, with a 45 minute transit at the Changi airport. After all the delays, those 45 minutes transit at Singapore sounded like a bad idea, until I met Sundaresan. He was the janitor responsible for the toilet near the gate I was going to board my flight to Kuala Lumpur.

With only 45 mins to board my flight to Kuala Lumpur, I didn’t want to go to the lounge or shop at the airport. Found a seat closer to my boarding gate, went to the nearest rest room to freshen up. Nothing surprising, a well maintained Singapore style airport restroom. One that I would expect at a minimum in any international airport. While heading out, I saw a gamified screen asking for my experience. (like the one in the pic below)

I hit the ‘EXCELLENT‘ rating, didn’t realize that the janitor was standing right behind me. When I noticed him, “Thank you for keeping the toilet so clean”, I said. “It’s my job, sir”, he replied. A quick 5 minute conversation followed in Tamil (Tamil, is a south Indian language). When I walked out of the restroom, I was amazed at the passion Sundaresan as well as Changi Airport management exhibited in making my restroom experience easy and comfortable. Below are some key points I captured from my conversation with Sudaresan.

3 Rules for Customer Service Excellence at Singapore Airport

  1. Every 3 toilets have an owner like Sundaresan. That person is like the chief customer officer for those 3 toilets and are accountable for the overall cleanliness of the toilet as well as user experience
  2. If any users rate ‘POOR’ or below rating in the survey then users will be asked to select from one of the following 7 reasons for their ‘POOR’ rating (No toilet paper, foul smell, Litter bin full, Wet floor, Dirty floor, Dirty basin, faulty equipment). Once the user selects the reason, turn around time to fix the issue is 5 minutes. The back end also gathers their POOR rating reasons and draws a Pareto on a daily/weekly/monthly basis. This is also tied to the performance of the Janitor and the respective team lead.
  3. For those janitors who receive 100% rating for the entire week are rewarded for their performance (He didn’t tell me what the reward was)

I found the video below after a couple of days which supported everything that Sundaresan shared with me.

I was amazed at the 360 degree user focus of the toilet management of Changi airport. Every single aspect of customer service management was carefully planned and executed. Below are the 5 key pillars on how Changi airport has built an end to end user experience roadmap. I assume that this is beyond toilets and is factored in to every single touch point of a passenger that arrives at Singapore airport.

During my previous visits to Singapore, I have seen the customer feedback survey screens across multiple other areas in the airport including information desk, immigration etc. But my conversation with Sundaresan gave me insights in to the customer centricity and the actions that happen behind it and above all the passion to enhance every touchpoint of the customer’s journey is what we need to learn from.

The world of customer service/experience talks about some 4-5  leading multi national organizations as benchmark for Customer centricity. After my experience and research on how Changi airport manages user experience, I would expect them to be a new benchmark for user experience management.

The next time you are at the Singapore airport, don’t miss the chance to pay more attention to how every single aspect of a user journey is mapped and designed. Especially the restroom experience. There are tons of practices you can leverage back in to your customer service organziation.

Whitepaper: Transforming Your Customer Experience

About the Author

An early entrepreneur in social media, Bala is a strategic customer service leader with a track record of customer experience transformations globally. Bala has 2 decades of experience in customer experience strategy & operations for leading brands like Google, Hewlett Packard and Microsoft. Prior to Intuit, Bala was leading global process & business excellence for Google’s trust & safety vendor operations. You can connect with Bala via Linkedin, view his personal blog here, or follow him on Twitter @vbkarthik123

View Bala's Contributor Profile


Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards Video Presentation

Proqis Events Schedule

Proqis Digital

The Business Transformation & Operational Excellence Industry Awards

Welcome to the Official Content Portal of the Business Transformation & Operational Excellence World Summit. Learn more at btoes.com.

300x300-LX-Connect-Boston
24097-Proqis-Media-Pack-Banner-300x300
ACCESS 50 VIDEO PRESENTATIONS
Access all 75 Award Finalist Entires
RESEARCH REPORT 2021/2022
BTOES AWARD - NO DATE
BTOES UNIVERSAL GRAPHIC - NO DATE
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
ATTENDEE - Proqis Digital Event Graphics-1
Proqis Digital Event Graphic
ATTENDEE - Proqis Digital Event Graphics (4)
ATTENDEE - Proqis Digital Event Graphics (2)
ATTENDEE - Proqis Digital Event Graphics (3)
Proqis Digital Event Graphic
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Speaker Presentation Operational Excellence Business Transformation Business Improvement Business Excellence Process Management Continuous Improvement process excellence Process Optimization Process Improvement Leadership Award Finalist Case Study Digital Transformation Enterprise Excellence Change Management Premium Lean Organizational Excellence Lean Enterprise Lean Six Sigma Execution Excellence Capability Excellence New Technologies Changing & Improving Company Culture Agile end-to-end Business Transformation Execution & Sustaining OpEx Projects Lack of/Need for Resources Leadership Understanding & Buy-In Culture Transformation Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments BTOES18 Enterprise Architecture BTOES From Home RPA & Intelligent Automation Live Technology Financial Services Insights Article Customer Experience Excellence Healthcare Process Mining Healthcare and Medical Devices Process Automation iBPM Culture Customer Experience Innovation BTOES Video Presentations Exclusive BTOES HEALTH Strategy Execution Business Challenges Report Industry Cultural Transformation Manufacturing Digital Workplace Transformation Robotic Process Automation (RPA) IT Infrastructure & Cloud Strategies Digital Process Automation BPM Automation AI Lean Manufacturing Webinar innovation execution Robotic Process Automation IT value creation Agility Business Supply Chain Planning Systems Engineering RPAs Insurance Process Design Digital data management Speaker Article Speaker's Interview digital operations Awards Oil & Gas thought leaders Artificial Intelligence BTOES Presentation Slides Cloud Machine Learning Data Analytics Digital Transformation Workplace Banking and Capital Markets Transformation Data Finance Professional Services Education IT Infrastructure IT Infrastructure & Cloud Strategies Live Intelligent Automation Blockchain Interview Business Process Management White Paper investment banking BTOES19 Consumer Products & Retail Government Operational Excellence Model Project Management Algorithm Automotive and Transportation Banking Business Environment Digital Bank Primary Measure of succes Sales business expansion revenue growth Adobe Sign Agile Transformation BTOES Delivery solution E-Signatures Electricity Global Technology HealthcareTechnologies Innovation in Healthcare Relationship Management Transportation Accounts Receivable (AR) Big Data Technology CORE Cloud Technology Cognitive learning Days Sales Outstanding (DSO) Logistics Services Operational Excellence Example Risk Management Solving Cash Flow with AI business process automation transformation journey Analytics Insight Covid-19 Data Entry Digital Experience Digital Network Digital Network Assistant (DNA) Digitization Drinks Enterprise Agile Planning HR Hybrid Work Model Internet Media NPS Net Promoter Score Program Management Portal (PgMP) Six Sigma Sustainability TechXLive Automated Money Movement Biopharmaceutical Blue Room Effect Capital Market CoE Creative Passion Digital Transformation Workplace Live Digital Workforce Digitalization ERP Transformation Effective Change Leaders Enterprise architecture as an enabler Finance Global Operations (FGO) Financial Services Software Frameworks Hoshin Planning Human Capital Lean Culture Natural Gas Infrastructure Natural Language Processing Organizational Change Pharmaceutical Pharmaceuticals & Life Sciences Project manager Supply Chain Management Sustainable Growth The New Era of Automation Transformation Initiatives Workplace Analytics eForms eSignatures 3D Thinking BEAM BFARM BTOES17 Banking & Financial Services Big Data Processing Business Analytics Business Growth Business Process Governance Centralized Performance Monitoring System Communication Creativity Digital Technologies Digital Technology Educational Psychologist Energy Management Health Insurance Health Maintenance Organizations Hospitality & Construction Human Centered Design Integrated Decision Approach Integrated Decision Making Kaizen Medicare Moodset for Excellence Natural Language Processing (NLP) Offering Managers Oil and Gas Optical Character Recognition (OCR) Pharmaceuticals and Life Sciences Photographing Price and Routing Tracking (PART) Process Design Document (PDD) Product Identifier Descriptions (PIDs) Python Quote to Cash (Q2C) Reduce your RPA TCO Resilience SAP Sales Quota Team Work Telecommunications Text Mining The Document is Dead The Fully Automated Contact Center Visually Displayed Work Culture master text analytics virtual resource management Agile methodology Announcement

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120

Proqis Digital Virtual Conference Series

View our schedule of industry leading free to attend virtual conferences. Each a premier gathering of industry thought leaders and experts sharing key solutions to current challenges.

Webinars

 

Delivered by Progressive Thought-Leaders

 

Watch On-Demand Recordings For Free

Watch On-Demand Recording - Access all sessions from progressive thought leaders free of charge from our industry leading virtual conferences.
 

Best-In-Class Training

Delivered by the industry's most progressive thought leaders from the world's top brands.
Start learning today!
 

BTOES From Home - On-Demand

The premier Business Transformation & Operational Excellence Conference. Watch sessions on-demand for free. Use code: BFH1120