Globe Telecom Inc. recently bagged the Best Customer Experience citation in the 2013 World Communication Awards (WCA).
In a statement, Chris Lipman, head of Customer Experience of Globe, said that, “We are delighted to receive this honor and be recognized as the world’s best in customer experience through a customer service program powered by social media.”
He added that, “This is an important citation for Globe because we are all about providing superior service, as we constantly find new ways to deliver a differentiated customer experience, which now includes social media as a customer touch point to engage our subscribers anytime, anywhere.”
As the only Philippine telecommunication firm to qualify in the said category, Globe topped global telcos TalkTalk Business, Telstra and Vodafone Turkey to bring home the much-coveted award, joining the ranks of international telecom companies in the WCA Roll of Honor.
The Ayala-led telecommunication company was awarded Best Customer Experience for its innovative customer service program that harnesses the power of social media.
Globe launched a social media strategy geared at significantly changing the way the company provides customer service, through social networking site Twitter in a manner that is engaging, meaningful and personal.
Seamless online communication
Part of the strategy is to also transform the company’s social media presence to be the right customer service channel for end-to-end support, which includes hand-picking online specialists with a unique personality and having them monitor the official Globe Telecom Twitter account 24/7, defining what customer service should be.
With this, Globe achieved its goal to deliver its latest customer relationship management system through social media.
The company has provided a seamless online communication process that caters to its growing Twitter audience. Recently, Globe was also awarded Best in Customer Service Initiative for its Customer Service Innovation on Social Media at the Asia Communication Awards, which recognizes the achievements of telecommunications companies and individuals in the region responsible for the innovations, achievements and new services that built the industry.
Globe was also recently accorded the Award of Excellence at the Philippine Quill Awards organized by the International Association of Business Communicators, for its Talk2Globe customer service channel.
Rosalie C. Periabras