Customer is top priority for Globe Business

MANILA, Philippines - Beyond being at the forefront of Philippine information and communications technology, Globe Business credits its industry success in establishing meaningful and lasting client engagements. The enterprise ICT arm of Globe Telecom fulfills this by deeply familiarizing itself with each of its business customers to ensure the establishment of wonderful customer experiences.

“We begin by asking them how their work gets done every day, or the manner their people strike a balance between their personal and professional lives. By deeply knowing who they are, we can anticipate their current and future needs. While doing so, they can be assured that we will be there every step of the way,” said Globe senior vice president for Enterprise Group Nikko Acosta.

Acosta underscored the importance of knowing the client immensely and building strong business relationships with them: “By genuinely knowing whom we are serving, we get to understand what their respective organizations need. If everything works out, then we will also have a wonderful business relationship between us and our clients. As Globe Business helps them, they also help us in turn become a stronger presence in the local ICT ecosystem.”

Aligned goals

“We want to ensure that we and our clients are always aligned in terms of what we aim to achieve in our collaboration, foremost of which is to help make businesses better for the groups that we serve. We believe businesses can create a wonderful experience for its customers by powering their enterprise with the best suite of ICT capabilities there is,” he said.

Notwithstanding its best-in-class technological arsenal and lofty industry standing, Globe Business strongly believes that its core differential advantage as an ICT player remains in service delivery. It operates by the principle that its people are part-owners of their client’s business, and their accountability as a stakeholder is to help the enterprise achieve optimum performance levels through tools and solutions at its disposal.

To be ready to interface with different types of customers each day, Globe Business personnel undergo constant technical education as well as experiential training locally and with their counterparts abroad. “There are many sources of learning. We look at trends with our affiliates abroad,” Acosta said. “We take that all in and we find the best means to empower our employees on serving customers better.”

He went further that the people of Globe Business also constantly communicate with their customers through surveys and formal discussions to find out what they need to enhance or change. “We solicit feedback – regardless if it is positive or an opportunity to do things better. Even if they want to get across a criticism or complaint, we welcome it because that is the only way we can say we need to evolve,” Acosta said.

The Globe way

Emphasis is likewise placed on the quality of its people who initiate the creation of wonderful experiences for businesses. “In our DNA is ‘The Globe Way.’ As it states that our people make the difference, we also let our customers know that they also make the difference,” Acosta said. “We have a great customer base that we take care of.”

Likewise, the Globe SVP shared that Globe Business also engages their corporate clientele in many interesting activities, such as empowerment programs for female executives, sporting events such as the institutionalized G-Tour golf tilt and Enterprise Cricket for its business process outsourcing customers, exclusive invitations to world-class entertainment, as well as Globe-initiated sustainability programs such as the Cordillera Challenge – all of which center on building genuine bonds with the organizations it serves.

“We make sure that they are the best cared-for enterprise customers in their industries, being served by the men and women of Globe Business they have learned to rely on for years,” he said.

In all, Acosta said that modern technology, coupled with genuine business relationships, spell the difference in gaining the trust and confidence of its corporate customers, which subsequently empower them to create a wonderful landscape for themselves and the industries they serve.