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Cebu Pacific: Customer-First-Efforts Doubles Up

CEB invests in Customer Command Center.

When we hear the words “Cebu Pacific”, one thing that goes to our mind is “Delayed Flight.” CEB is aware of this and not deaf in listening to their customers’ complaints. In this aspect, CEB converted these negative feedback to an inspiration to improve customer service at a heightened level in order to respond at the fastest time possible and help customers with their concerns.

October 12, 2017 – The Philippines’ leading carrier PSE: CEB goes all out in its customer-first initiatives, with the unveiling of its Customer Command Center. CEB is among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.

CEB 24/7 command center, which went online last August 2017, is manned by a 55-strong integrated customer care team. The command center is equipped with social monitoring, publishing and engagement tools. Aside from CEB’s official Facebook and Twitter pages, they also handle schedule changes through the hotline. They are also closely working with airline’s Network Control Center, especially during weather of other flight disruptions, so it can provide passengers with the most updated information and options.

The integrated CEB Customer Command Center has created a heightened awareness of customer needs. Response time on official social media accounts went up from two days to eight minutes!

“The Customer Commend Center is the physical representation of our enhanced customer-first-efforts. Out long term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology and a lot of heart.” said Candice Iyog, Cebu Pacific Vice President for Marketing and Distribution.

CEB’s Customer Command Center allows CEB customer care team to better address passenger concerns by providing relevant and timely information and updates.

Shashank Nigam, CEO of SimpliFlying, a leading global aviation marketing consulting firm, for his part, noted that social media has become integral to keeping conversations and engagement with customers. In it Airline Social Media Outlook for 2017, SimpliFlying found that social media teams have proven critical to airlines even in handling travel disruptions.

“Cebu Pacific is the first low-cost cariier in Asia to invest in a 24/7 customer command center. It is a testament to Cebu Pacific’s commitment to its customers, by using social media to reach and respond to passengers when it;s needed the most.” Shashank Nigam noted.

The new CEB Customer Command Center is the result of a broader transformation across the airline, where customer care and passenger experience are increasingly entrenched in the airline’s operations. CEB has allocated over Php 100 Million for 35 Disabled Passenger Lifts – the first carrier to invest in facilities that cater to the needs of Persons with Disabilities, and Persons with Reduced Mobility. The DPLs will allow PWDs and PRMs to board and deplane aircraft safely, easily and more comfortably.

 

-Irone Kim of ironeXplores

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