CATEGORY: Customer Service
I usually don’t talk about my work with our clients because of confidentiality, but I felt inspired to share my thoughts about a recent experience working with one of the largest, and most respected Filipino-owned companies in the Philippines.
While most companies would still approach Customer Experience as an abstract concept — in theory, a priority, yet unclear how to go about it– here was a company who has been laying down the foundations for some time, as they have been listening to their customers using means readily accessible. They believe in having a seamless and consistent end-to-end customer experience journey and to break silos, which are barriers to achieving this.
When I was first called for a meeting 6 months ago, I was surprised with the volume of work the team had put together, they have identified over 700 different touchpoints, which could be part of a roadmap towards achieving excellent customer experience. The customer research work SatisFIND contributed was only a small part of a large initiative led by this team, which had the full support of the company’s president.
What I have observed working with them leading to an important workshop yesterday where results and proposed action plans were presented to the President and Executive team for approval validated my belief that building a customer-centric culture can only be led from the top.
I attended yesterday’s workshop as an observer and presenter for a small part of the research done. Kaiz joined me and we were the only “outsiders” in that session. The workshop started with a prayer – being in the Philippines, a very religious Catholic nation, this is not really a surprise. A video was played and with the prayer being recited out loud by everyone in the room, I was overcome with emotion because it was a heartfelt prayer of gratitude and hope for its customers, employees, its suppliers, and the government. I found this to be a profound reflection of the very core of the company.
After an energetic and highly engaging 5 hours, the commitment to deliver excellent customer experience has been sealed. The work has just begun for the team and the next 6 months will be more challenging than ever.
As the president gave his closing message where he mentioned the value of taking care of the company’s frontliners in order to take care of their customers, I looked at everyone in the room and felt proud to have been a silent witness to this, I felt optimistic about the future of customer experience in the Philippines and I felt proud to be Filipino.
This was a realization of SatisFIND’s purpose. These were the moments I live for.