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Globe Telecom cited at World Communication Awards with customer service initiative

World Communication Awards 2013

Truly exemplifying its thrust on customer-centricity, Globe Telecom was recognized as one of the top finalists in the World Communication Awards 2013 for its innovative customer service program that harnesses the power of social media. More details after the jump.

Globe is the only Philippine telco to qualify in the prestigious award-giving body under the Best Customer Experience category, joining the ranks of global telco companies TalkTalk Business, Telstra, and Vodafone Turkey.

In the midst of its transformation efforts to better serve its customers, 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.

“Being shortlisted in the World Communication Awards under the Best Customer Experience category is truly an honor for Globe as it testifies to our commitment to superior customer experience at all customer touchpoints, which now includes social media,” said Chris Lipman, Head of Customer Experience Management at Globe. “Globe Telecom’s Twitter account @Talk2Globe is now one of the most influential brand accounts in the Philippines. Being a customer service channel, it is a great reflection of the company’s brand of service and values – one that is humanized, personalized, open and sincere. It has added great equity to our brand, as well as opened new lines of communication that allow us to reach out to our customers in ways we never imagined possible.”

To date, Globe receives an average of 34,000 tweets a month and releases over 40,000 tweets. With the Lithium Social Web tool, Globe is now able to connect with subscribers through a robust workflow management tool, making it possible to achieve an average of 95,681,578 impressions in the last 4 months with 3 out of 4 tweets concluding with a commendation.

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 build the industry.

Now in its 15th year, the World Communication Awards celebrates the innovations that underpin the industry and will carry it through into a brighter future. Nineteen categories will be awarded this year, with all categories having been thoroughly reviewed to ensure the ongoing relevance of the awards. The winners will be determined based on written submissions and the deliberations of an independent and recognizably expert panel of judges.

Source: Globe Telecom

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