By Ken Lerona
Iloilo’s business landscape has been shaped for decades by founders who built their enterprises on the bedrock of family wisdom, prudence, and frugality, alongside the well-known virtues of integrity, community, and hard work. These values have nurtured a tradition of excellence that has allowed our local businesses to thrive and become deeply embedded in the fabric of our society. Today, as Iloilo welcomes an increasing number of international tourists, we face a pivotal moment. To maintain and enhance our competitive edge, we must blend these time-honored principles with innovative service practices that meet international customer experience standards.
The influx of global visitors brings higher expectations for every encounter in our city. It is no longer enough to rely solely on our heritage and traditional methods. To truly distinguish ourselves, we must consider integrating modern business systems design and comprehensive people training into our service model. This refined approach will ensure that every interaction—from the moment a visitor arrives until their departure—reflects a commitment to quality and warmth that is synonymous with the brand Iloilo.
Learning from Our Neighbors
Across Southeast Asia, several cities have successfully merged local charm with international best practices. In Singapore, for example, a seamless integration of technology and community spirit creates an environment where every interaction is efficient and welcoming. Similarly, cities in Thailand have harnessed local culture and innovative service strategies to enhance their tourism sectors, while in Indonesia, community-driven initiatives have transformed public spaces into vibrant hubs of hospitality. These examples serve as benchmarks for us, illustrating that when traditional values are enriched with modern service innovation, the results are truly transformative.
Supplementing Tradition with Innovation
Our cherished Ilonggo business founders built their legacies on principles that have stood the test of time. Yet, as the marketplace evolves, so too must our methods. By embracing agile evolution and incorporating advanced systems design into our operations, we can deliver a customer experience that is both efficient and deeply personal. This evolution is not about discarding our heritage; it is about supplementing our traditional strengths with new disciplines in innovative service management. Local businesses, especially those in the service, tourism, hospitality, and retail sectors, must be willing to adopt these agile practices if they are to remain competitive on the global stage.
Engaging Expert Guidance
One of the most effective ways to drive this evolution is through the engagement of globally trained consultants. These experts bring a wealth of knowledge from world-class markets and possess a clear vision of the customer experience innovation landscape. By partnering with such professionals, government and business leaders in Iloilo can design tailored training programs that empower our workforce with cutting-edge skills and insights. This investment in expert guidance will enable us to transform every aspect of our service delivery, ensuring that our visitors experience nothing less than excellence at every touchpoint.
Building on Our Legacy with Vision and Innovation
Iloilo’s future is bright if we dare to blend the wisdom of our past with the innovations of today. By investing in expert-led training and embracing modern customer experience strategies, we can ensure that every encounter in our city is a testament to the best of Ilonggo hospitality. Our founders’ legacy of prudence and community, when paired with agile, forward-thinking practices, will set a new standard for excellence.
As decision-makers, it is our shared responsibility to champion this transformation. Let us move forward with humility and determination, knowing that every improvement we make strengthens the promise of Iloilo as a destination where heritage meets innovation, and every visitor departs with a lasting impression of care, efficiency, and genuine warmth.
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Ken Lerona is a marketing and branding leader with over 20 years of experience in the consumer, telecommunications, real estate, logistics technology, and consumer finance technology industries. He conducts talks and workshops for both private and government organizations. Additionally, he consults on innovation and reputational risk management. Connect with him on LinkedIn at www.linkedin.com/in/kenlerona.
