Globe Telecom 'Best in Customer Experience'

Manila Bulletin, January 3, 2014 | Go to article overview

Globe Telecom 'Best in Customer Experience'


Globe Telecom bagged one of the biggest and most prestigious citations it has received to date after winning Best Customer Experience in the 2013 World Communication Awards (WCA).

As the only Philippine telco 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.

Globe 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. This strategy created an avenue for honest and sincere communication, enabling the brand to proactively build lasting relationships with customers through their social networks.

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 a state-of-the-art customer relationship management system through social media.

The company has provided a seamless online communication process that caters to its growing Twitter audience. Through an innovative approach to customer engagement, Globe continues to delight and gain the loyalty of subscribers by means of personalized communication and dedicated customer service.

"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. …

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