What does it take to provide great customer care? The recipe isn't necessarily clear as Wayne Schutte, of EE made clear in his presentation title at the recent Total Telecom Customer Experience Summit: "Everyone’s talking about it... but what actually is CEM?", but for him it came down to an aeroplane analogy with the warning of ″Don't f___ up the landing″.
But six companies that clearly do know a thing of two about customer care battled it out at this years World Communication Awards, with a shortlist in this competitive category comprising Bite Lietuva, Roshan, Optimus, Orange Business Services, Tata Communications and Turkcell.
However the final message could be that consistency is what counts. The award for Best Customer Care went to Roshan from Afghanistan, the very same Roshan who scooped Best Customer Service Initiative back in June at the 2012 Asia Communication Awards!
Entries are open for the 2013 Asia Communication Awards, so if you think you can do better, it's time to start working on your entry!