For SKY, customer focus is topsAside from offering them variety, groundbreaking products and services, and sheer volume—almost 200 standard and high definition channels as of last count—how do you keep your customers happy?
By wowing them with a unique, personalized brand of service that puts their satisfaction at the top of the company’s priorities, in line with its mission to enrich the lives of Filipinos through communication, education and entertainment—that’s how.
SKY started traversing the road to “wow at saya” in 2011, when management decided to firm up its focus on their customers, now numbering about 800,000.
The efforts continued through 2012 with SKY spreading and reinforcing its message through case studies, group discussions and presentations, forums, sharing of stories and messages from the company’s leaders.
SKY employees thus welcomed 2013 with “customers as top of mind” and ready to “take SKY to a higher level of service for the customers.”
SKY president Carlo L. Katigbak envisions this SKY culture of “wow at saya para sa Kapamilya” to deepen and develop into something even stronger than what it is today.
“If you have a group of people who all feel the same way, share the same values, believe in the same things, then I believe you can make miracles happen. That to me is most important in SKY...,” Katigbak says.
With such single-minded focus on customer service, can the company’s target of 1 million subscribers by 2017 be far behind?