Globe Telecom has announced that it 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.
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. 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 touchpoint to engage our subscribers anytime, anywhere,” said Chris Lipman, Head of Customer Experience at Globe.
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.
Globe was also recently accorded the Award of Excellence at the Philippine Quill Awards organized by the International Association of Business Communicators (IABC) for its Talk2Globe customer service channel.
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 were awarded this year, with all categories thoroughly reviewed. The winners were determined based on written submissions and the deliberations of an independent and recognizably expert panel of judges.
