1. EMBEDDING A CUSTOMER CENTRIC CULTURE ACROSS YOUR BUSINESS ON
BOARD EXPERIENCE SERVED THEM ON THEIR PREFERENCES
2. DRIVING CUSTOMER LOYALTY AND REDUCING CHURN Customer Ritual
Emotional Connection Great Customer Service
3. REDUCING COSTS AND INCREASING ROI FROM YOUR CEM INVESTMENTS
DELIGHTS CUSTOMERS USES ITS OWN FACILITIES TRAINING EMPLOYEES
REDUCE WASTE
4. DIFFERENTIATED EXPEREIENCE IFEERENTIATED
5. CONSISTENCY RELIABILITY BETTER TRAVEL EXPEREIENCE INNOVATION
BEST TECHNOLOGY EXCELLENT CUSTOMER SERVICE GENUINE QUALITY SIA has
differentiated by identifying and delivering These basic
pillars.
6. USING TECHNOLOGY TO PUT CUSTOMER FIRST
7. SINGAPORE AIRLINE AND (BT) WORK TOGETHER
8. CONTACT CENTER BEST PARACTICES
9. IT INCLUDES MULTICHANNEL SUPPORT FOR CUSTOMER CONTACT: VOICE
EMAIL CHAT SOCIAL MEDIA WEB CHANNELS
10. WEB CHANNELS
11. ENHANCED CUSTOMER EXPERIENCE THROUGH EXCELLENT BILLING
COMMUNICATIONS
12. BRIDGING THE GAP BETWEEN MARKETING AND TECHNICAL
DEPARTMENT