[At the recent Institute of Service Excellence at SMU (ISES) Global Conference on Service Excellence,] Yuen Kuan Moon, chief executive officer of the Consumer Singapore Group at SingTel, said that there are now much higher expectations of service standards in Singapore, and companies are finding it much harder to meet these goals. He said that the service providers are partly to blame. Minister in the Prime Minister's Office Lim Swee Say agreed. Proper management of customer expectations has been crucial to the success of Singapore's manufacturing industry and this is a key learning point for the service industry, he noted. The problem of an expectations gap is exacerbated by social media. As a small number of disgruntled customers take to Facebook and Twitter, they easily create the impression that a company offers terrible service. The result is that the experience of the minority ends up colouring the perception of the majority.