DELIVERING on promises to customers no longer suffices in making a company reliable, according to Hermawan Kertatajaya, founder of marketing consultant firm MarkPlus and president of World Marketing Association.

“Customers are getting smarter and their expectations, higher. Delivering what has been promised now is (accepted as) just okay. You need to be responsive and show a sense of urgency for clients’ requests and needs,” said Hermawan.

Speaking at the Panorama Management Conference in Lombok on February 21, he said today’s customers also need assurance that whoever is handling them possesses professional knowledge, understands their needs and finds solutions to problems.

He added that while in the past clients were treated like ‘kings’, today, the service industry needs to engage more with clients and become their ‘friends’. “You need to show empathy, find out about their desire and anxiety, and fulfil their requests even before they ask you.”

He also said to stay relevant in the ever-changing competitive landscape, reliability for a service company needs to take on a new meaning, which is not just being “okay to customers”, but also to “wow them”.

“Loyalty is no longer determined (only) by how many repeat customers you get, but whether they advocate (others) to (use your services). With so many offers available, it is natural for customers to try different products and services, but which ones they consider better than others and which ones they recommend to their families and friends matter.”

“You cannot stop competitors from catching up but you have to change again before they catch up with you,” he said, while also reminding conference participants that with information widely available through the Internet, company promotions are no longer the strongest tool to attract customers.

Panorama Group CEO, Budi Tirtawisata, said this is the same direction the company is taking.

“We have been coming up with new products and services, creating joint ventures and becoming a regional player, developing e-commerce – all for staying ahead of the competition.”

The management’s strategy is to ride the growth momentum of Indonesian tourism, positioning Panorama as the most integrated group of tourism companies.

STAR Cruises is holding a Korean festival on board its Asia-Pacific cruises across its fleet from March 7 to 30, appealing to die-hard fans of Korean pop culture.

Korean Wave at Sea will be spearheaded by SuperStar Virgo, which is currently homeported in Singapore and sailing to Malacca, Phuket, Penang, Langkawi and Kuala Lumpur.

While Korean delicacies will be served fleet-wide throughout the festival, SuperStar Virgowill offer cooking demonstrations by Korean chefs, meet-and-greet with Korean superstar lookalikes, Korean movies, a traditional costume fashion show, K-pop dance and conversational Korean classes, among others.

From April 7 to October 26, SuperStar Virgo will embark on its Hong Kong homeport deployment, offering 4D3N cruises to Kaohsiung and Taichung as well as to Sanya and Halong Bay, and a one-night high-sea getaway weekly.

CENTARA Hotels & Resorts is making its first move on the Middle East through an agreement with Al Bandary Hotel Management to open Centara Grand West Bay Hotel Doha in Qatar.

The five-star property will be situated within the newly developed district of West Bay, providing easy access to the waterfront promenade Doha Corniche and the airport.

Chris Bailey, senior vice president for sales & marketing at Centara Hotels & Resorts, commented: “Doha’s West Bay is a superb location for a Centara Grand hotel…This neighbourhood is emerging as a prime business and shopping area, and with Qatar growing as a business and leisure destination, we are in a very strong marketing position and can offer our international guests yet another exciting destination.”

Centara Grand West Bay Hotel will offer 264 guestrooms and 96 residences, as well as Club level business rooms and a Club Lounge for business travellers.

Guests can take their pick of four F&B outlets including a rooftop dining and entertainment venue. Other facilities include a spa and a fitness and aerobics centre.

The hotel will also offer space for meetings through its ballroom, a series of smaller meeting rooms and a business centre, all on the same floor.

ETIHAD Airways will commence a daily service between Abu Dhabi and Phuket from October 26.

Flights depart Abu Dhabi at 08.45 to touch down in Phuket at 18.00, while flights on the return leg leave Phuket at 20.25 and reach Abu Dhabi at 00.25 the next day.

The Middle Eastern carrier will deploy a two-class Airbus A330-200 aircraft with 22 seats in business class and 240 in economy class on the service, which is its second in Thailand after Bangkok and seventh in South-east Asia.

Etihad currently also flies to Singapore, Manila, Kuala Lumpur, Ho Chi Minh City and Jakarta.

James Hogan, president and CEO of Etihad Airways, said: “We have a very successful track record in Thailand. The capital city, Bangkok, has ranked as our most popular route for the past four years, with 742,759 passengers flown in 2013 alone. Expanding our reach in the country with a daily service to Phuket is therefore natural progression.”

SUN Siyam Resorts last week opened its first and flagship brand property in Noonu Atoll, the Sun Siyam Iru Fushi.

The brainchild of Ahmed Siyam Mohamed, the local entrepreneur founded tour operator Sun Travels, and now also manages several properties in the Maldives such as Olhuveli Beach & Spa Resort, Vilu Reef Beach & Spa and Beach House Iruveli.

Located 40 minutes away from Malé via seaplane, the resort offers 221 luxury ocean-front villas and 70 over-water bungalows. Villa guests can choose from a pillow and fragrance menu, while Retreat guests will be given a foot massage on arrival and assigned a personal butler available 24/7.

Eleven F&B choices give guests a range of cuisines to choose from for their meals. There is also a tropical spa, which comes with 20 treatment rooms each dedicated to a different wellness philosophy, and a range of leisure activities such as diving with a fully equipped PADI five-star dive facility, water sports centre, tennis and badminton courts, kids club and multiple swimming pools.

Sun Siyam gives back to the local community by donating a portion of net revenue to local preschools, and offers visitors the chance to explore the local community through visits to local fruit farm suppliers and more.