Service Marketing

08Sep 2017 by Josiah Go No Comments

Q&A with President of The Bistro Group of Restaurants Jean Paul Manuud on Creating Service Memories

Bistro Group is the biggest international casual dining chain in the Philippines with 17 major restaurant brands like Italianni's, TGIFridays, Fish & Co., and Watami, to cite a few. Bistro Group President Paul Manuud shares his insights on creating service memories. Q1. What is the service philosophy of The Bistro Group? How is the philosophy reflected in the service policies and differentiation of The Bistro Group vs other restaurants? A: We live by the philosophy of “Guaranteed Satisfaction”, which means guests’ experience should be flawless in all of our restaurants. If there’s anything that happens in a restaurant where we failed to guarantee the guests’ satisfaction, our people are empowered to make decisions on the ground. They don’t have to ask permission from their superiors to act immediately in making…

06Feb 2015 by Josiah Go 1 Comment

Q&A with Mind Museum Managing Director Manny Blas on Marketing as a Way of Life

interviews, Q&A, Service Marketing

Q1: You were a La Salle brother for 5 years but decided to be a marketer of P&G, Citibank, Pepsi and Sara Lee, what attracted you to marketing that made you give up a vocation? I did not leave the La Salle Brothers to pursue a marketing career; the latter was coincidental. In 1977, after four years of formation in the Congregation and one year as a full-time teacher in La Salle Green Hills, I discerned that being a Brother was not my vocation. I continue to regard it as a very enriching phase of my life for which I am grateful. The dedication to educate, develop and train others are a part of my life up to this day. I was looking for a job and ended up in…

09Sep 2014 by Josiah Go No Comments

Q&A with Immigration Commissioner Fred Mison on Making A Difference as a Servant Leader

Advocacy Marketing, interviews, Q&A, Service Marketing

Q1: You graduated from West Point and is a co-alumni of former Philippine president Fidel Ramos. What pieces of advice, experiences or lessons has he shared with you and other fellow West Pointers about government service? FVR Knows How To Manage People, Whether His Peer Or Subordinate. He Is A Great Motivator Who Understands How To Balance Interests. What I Learned From Him By Just Talking And Seeing Him In Action Is A Leadership Style That Commands Respect While Maintaining A Sense Of Humor. Yes, We Need A Sense Of Humor In Public Service. Q2: What traits do you have that you think you owe to your West Point training? Discipline. West Point Taught Me How To Obey, Comply, Tow The Line And, At The Same Time, How To Make…

14Jul 2014 by Josiah Go No Comments

Q&A with Four Seasons Hotel (Jacksonhole, USA) General Manager David Bernand on Service Excellence & Execution

interviews, Q&A, Service Marketing

Q1: Jacksonhole in Wyoming is the no. 1 ski resort in North America while Four Seasons Resort Hotel is the only 5-star, AAA 5-diamond hotel in Jacksonhole. What differentiates your hotel from other resort hotels or what do your guests experience in Four Seasons that they can't get from other hotels? There is a great osmosis between JHMR (Jackson Hole Mountain Resort) and Four Seasons here in Jackson Hole so our guest experience does not stop on our ski line or at the entrance of the hotel. We are on the mountain literally, which makes it very convenient for our guests and the relationship with our business partners and community plays a huge role in the guest experience. Our philosophy on hospitality and how to treat guests is very similar. What creates this philosophy is the uncompromising dedication to…

04Jun 2014 by Josiah Go No Comments

Q&A with PMA President Yayu Javier on Marketing an Association

interviews, Q&A, Service Marketing

Q1: Congratulations on being the 2014 President of the Philippine Marketing Association. How is marketing an association different (or similar) from marketing a product or a service? (more…)