Having activated innovative and relevant engagements for its public, the customer experience initiatives of Globe Telecom continue to earn accolades from international and local business communications award-giving bodies as they recently captured a number of coveted Stevie and Quill awards.
Various platforms geared toward increasing overall customer interaction to the company’s programs have earned top commendations from the American Business Awards or the Stevies, considered as the “Oscars” of the business community, as well as the local arm of the International Association of Business Communicators (IABC Philippines), the first chapter of IABC outside the United States.
Globe Director for Customer Experience Strategy and Touchpoints Miggy Dela Cruz said that, “our company’s customer engagement programs, particularly its activation of Globe Community and employee engagement initiatives, have increased in their relevance and effectiveness. This, as we continue to ramp up efforts in providing the best customer experience in the local telco industry and an exemplar in Philippine business. The awards will remind us to pursue further excellence in providing Globe customers with innovative and world-class service they truly deserve.”
Launched last year as the telco’s social customer care program, Globe Community won gold and silver Stevies in the 9th annual Stevie Awards for Sales & Customer Service for
“Best Use of Technology in Customer Service” and “Innovation in Customer Service,” respectively. The Internal Order Management (IOM) Department of Globe also bagged a bronze Stevie as “Back-Office Customer Service Team of the Year in Technology Industries.”
Globe Community bested submissions from customer service and contact center organizations from other countries and telecommunication providers for its use of technology, which has directly improved customer service delivery. Likewise, the telco’s social customer care strategy was also highly recognized by the Stevies as a new idea and development in the area of customer service, enabling organizations such as Globe to meet the needs of customers more effectively.
By providing its customers with fast and efficient service, the pioneering IOM Department of Globe Customer Experience Management (CXP) minted a bronze Stevie by serving as a credit bureau and processing applications for all Globe products and services from the entire country.
The IABC Philippines likewise conferred Globe CXP with three Philippine Quills. Once again, Globe Community figured prominently for Communication Management, along with the Globe CXP Employee Engagement Team for “Raising Employee Satisfaction through Better Engagement.” The latter entailed implementing programs that would elicit participation from internal customers and achieve higher employee satisfaction.
According to the IABC, winning a Philippine Quill means “being recognized as achieving the highest Global Standard for business communication practices.” Award winners also “join a select group of professionals who set the standards of excellence.”
Globe CXP received its Stevies win last February 27 in a gala banquet at the Bellagio in Las Vegas, Nevada, while its Quills were formally handed out the Crowne Plaza March 9 at Galleria Manila in the midst of the best business communicators in the Philippines. Among its recent awards are the 2014 Asia Communications Awards for Customer Service Initiative, and 2014 Stevie International Business Awards for Customer Service Department and Customer Service Team of the Year.