Q&A with Visa Marketing Director Gladys Chan on Services Marketing

Q&A with Visa Marketing Director Gladys Chan on Services Marketing

interviews, Q&A
Gladys Jane Chan is the Marketing Director of Visa in the Philippines and Guam, before which she worked in the fields of telecommunications, banking and digital content. She is also a former marketing professor at the UA&P, teaching brand management. She won the Mansmith Young Market Masters Awards (YMMA) in 2013. She shares her insights about services marketing. She will share more marketing tips during the 10th Market Masters Conference on April 3, 2019 in SMX Aura. Q1: Having worked on services marketing your entire career, what changes or trends have you observed? A1: Technology has completely redefined the way services are marketed. Particularly trends around customization and personalization, the design and delivery of loyalty programs, and crafting of after-sales services have been taken to a whole new level by…
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Q&A with Sta. Elena Construction Founder Alice Eduardo on Service Strategy

Q&A with Sta. Elena Construction Founder Alice Eduardo on Service Strategy

interviews, Q&A
Sta. Elena Construction and Development Corporation is an AAA-rated and Large B general contractor specializing in foundation engineering, power plants, ports and harbors, and roads and bridges. CEO Alice Eduardo, who was recently honored in Forbes Asia ‘Heroes of Philanthropy’ 2018, shares with us her insights on service and strategy. Q1. What has been your competitive advantage against the big foreign firms? A: Filipino talent and ingenuity is superlative, given the right environment to let us shine and realize our full potential. Santa Elena can deliver the same world-class performance and price more competitively because of our cost structure. We are a lean and mean operation with my personal touch. Those, apart from our fleet of the latest, leading edge equipment fully-owned and not leased, are Santa Elena’s clear edge.…
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Q&A with President of The Bistro Group of Restaurants Jean Paul Manuud on Creating Service Memories

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

interviews, Q&A
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…
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Q&A with Bizu Catering Managing Director Audrey Tanco – Uy on Brand Extension

Q&A with Bizu Catering Managing Director Audrey Tanco – Uy on Brand Extension

interviews, Q&A
Bizu Patisserie is a chain of French and International culinary restaurants with a fine selection of retail products in the Philippines. Bizu Catering Studio brings the Bizu experience to special events of consumers and corporate clients. It's managing director, Audrey Tanco-Uy, a Mansmith Young Market Masters Award (YMMA) winner of 2017, shares how the Bizu brand influences their customer engagement. Q1: How does branding work between Bizu Patisserie and Bistro and Bizu Catering? Who benefits more from the other? A: Each Bizu brand carries with it its own strengths. Like husband and wife, Bizu Patisserie and Bizu Catering Studio has lent to each other its own core competencies to deliver a complete imprint on customers’ minds. Bizu Patisserie, the mother brand, with its 6 retail locations around the Metro, provides…
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Project Opportunities Cafe of JCI Manila by Josiah Go

Project Opportunities Cafe of JCI Manila by Josiah Go

Articles, Service
My youngest son Calel Gosingtian had the opportunity to work at a Four Seasons Hotel in Jacksonhole, Wyoming, which is the no. 1 ski resort in North America. Four Seasons Resorts and Residences is the only 5-star, AAA 5-diamond hotel in Jacksonhole. It is a hotel known to choose personality and attitude over experience, and then turning them to into world class service providers. Calel worked there for close to a year in 2013-2014 when he was 21 years old and still had a year left at De La Salle Benilde as part of his on-the-job training required to complete his course in Hotel, Restaurant and International Management. It was tough working as a food runner in a restaurant with high standards but he learned the ropes alternating different roles…
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Q&A with Indigo’s Dokes Nilo on Gaming Software Industry

Q&A with Indigo’s Dokes Nilo on Gaming Software Industry

interviews, Q&A
Q1: You grew up and worked in the US. How did you get into the gaming software industry and work in the Philippines? A: Serendipity, actually. I was vacationing in Singapore and visiting my brother, when a High School friend asked me if I'd be willing to attend a gaming convention during that visit to canvass possible game development studios who might be looking for a business partnership. My canvassing did result in a successful business match, and for my efforts, I was offered an opportunity to work in the resulting company, marrying my IT skills with my knowledge of gaming. It also allowed me to move to the Philippines, so that I may spend time with my parents, who weren't getting any younger. Win/win! Q2: Your services cater mostly…
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Delighting Your Customers by Josiah Go

Delighting Your Customers by Josiah Go

Articles
Stephanie Tan-Vargas or Tippi is marketing manager of Sta. Elena Properties Inc.. Besides being a mother of 4, she practices Brazilian Jiu Jitsu (BJJ) at least four times a week which requires a lot of grappling and ground fighting, thus an exchange of sweat happens between practitioners. Tippi has in fact competed and won a gold medal in her first BJJ Friendship competition among neophyte white belts last 2015. Vargas Vargas in action Her passion for BJJ creates a continuous need for her to use Rexona Clinical Protection deodorant, but her last trip to the store disappointed her as the product was out of stock. What happened next is a story of how a customer-centric company like Unilever wants to treat its customers right. Literally following the brand promise 'Rexona…
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Q&A with Mansmith Training Group CEO Chiqui Escareal-Go on Advocacy and Doing Good by Entrepreneur Magazine

Q&A with Mansmith Training Group CEO Chiqui Escareal-Go on Advocacy and Doing Good by Entrepreneur Magazine

interviews, Q&A
Q1: You have been with Mansmith for over 10 years, what was Mansmith like before and after you took over? A: Back when it was founded in 1990, Mansmith was inspired by a simple passion for learning – i.e., learning beyond textbooks, learning from experts, learning about what matters in business, among others. There was an opportunity for a training company to concentrate in the area of marketing and sales which was sort of against the grain that time, as all other training companies were offering all sorts of courses without specialization - like journalism and creative writing, credit and collection, together with marketing and sales. Executive education was not popular then as companies saw training as a cost rather than as an investment. It was important to focus on…
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