MANILA, Philippines – We can talk about technological advances and innovation all day long, but at the core, what really sets companies apart is their quality of customer service. More than any other factor, the experience that customers have with companies that determines their loyalty to a particular product or brand.
Only ten years ago, the term “Customer Experience Management (CEM)” never showed up as a Google search term, yet today it is a central pillar of business operations. Gartner predicts that by 2017, 50% of consumer product investments will be redirected to customer experience innovation. Research firm MarketsandMarkets also predicts that CEM will be worth $8.39 Billion by 2019.
In view of that, PLDT SME Nation has recently launched a plethora of new Customer Care channels, as part of an earnest effort to improve their ability to listen and respond to customer concerns and issues. These new channels are designed to accommodate and take advantage of advances in communications technology that were spearheaded by PLDT SME Nation. Customers now have several new options that address a wider variety of situations.
Honest feedback from customers who actually use and experience products are among the most valuable assets a company can use to improve operations and production. It is beneficial to the company to make it a priority to truly listen to its own customers, and to make it as easy as possible for customers to engage in return.
As PLDT First Vice President and Head of SME Nation Kat Luna-Abelarde, noted: “We have invested a lot in telecommunications infrastructure and human resources and expertise. With this, we’re also going back to the basics by simply making it easy for our customers to talk to us, since we want to hear what they have to say. Our customers are really the ones who give PLDT SME Nation a reason to exist, which means that we put them and their needs first.”
PLDT SME Nation’s new Customer Experience Communication Channels can be reached in the following way:
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