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NewswireTODAY - /newswire/ -
Kuala Lumpur, Malaysia, 2014/03/13 - Frost & Sullivan celebrated and recognized deserving Automotive, Banking and Telecommunication industry players at the inaugural Frost & Sullivan Best Practices in Customer Experience awards banquet held on 13 March - Frost-APAC.com.
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Frost & Sullivan celebrated and recognized deserving Automotive, Banking and Telecommunication industry players at the inaugural Frost & Sullivan Best Practices in Customer Experience awards banquet held on Thursday, 13 March 2014 at the DoubleTree by Hilton Hotel in Kuala Lumpur.
The Frost & Sullivan Best Practices in Customer Experience awards programme seeks to recognize companies that have pushed the boundaries of excellence, delighting their customers at every stage and in every interaction.
"With customer experience having a large impact on the success of products and services in the market, businesses need to reassess the way they are structured, function and build relationships with customers. Frost & Sullivan is pleased to recognize Bank of Philippine Islands and Smart Communication with the Best Practices in Customer Experience award for rising above the competition and demonstrating outstanding performance in their industry," said Manoj Menon, Senior Partner and Asia Pacific Managing Director, Frost & Sullivan.
Frost & Sullivan surveyed 6,500 end-customers across 12 countries in the Asia Pacific region, focusing on the industries of Automotive, Banking, and Telecommunications.
Bank of the Philippine Islands Yields Highest Number of Loyal Customers
Overall, Bank of the Philippine Islands has proven their brand performance by setting a new benchmark for Philippines banking industry in terms of customer relations management. They have successfully managed to enhance the customer experience and increase their community reach in the most economic and sustainable way.
The strong brand position of Bank of the Philippine Islands has provided them with the highest number of loyal customers with most recommendations. Frost & Sullivan's study showed that the Bank of the Philippine Islands enjoyed a higher customer experience index score through more efficient customer orientation. Factors taken into account include in-branch services, customer support experience, level of service, well designed retail stores and competent advisors provided by each bank in Philippines.
Smart Communications Outshine Globe Telecom in Overall Company Performance
Despite Globe Telecom being regarded as the most popular Telco in the Philippines, Smart Communications still remain No. 1 in terms of customer experience. According to Frost & Sullivan's study, Smart Communications rated higher due to reliable and efficient customer support channel services and retail services as well as reliable and better network coverage, voice quality and data quality.
Even though Globe Telecom has had the most loyal customers and more recommendations when compared with its competitors, Smart Communications still achieved a higher customer experience index score by having a significantly higher rating in most areas of satisfaction with overall company performance.
Frost & Sullivan benchmarked customer experience across all key touch points (such as retail, contact center, services and support) though the customer lifecycle. The survey is also unique in terms of its focus on measuring both customer sentiment (emotions and feelings) as well as rational opinions.
For more details on the 2014 Frost & Sullivan Best Practices in Customer Experience awards, log-in to frost-apac.com/ce/.
The 2014 Best Practices in Customer Experience awards was held in conjunction with Frost & Sullivan's 6th Annual Customer Interaction Malaysia summit.
Media partners for the awards banquet include Business Today and Top 10 of Malaysia.
2014 Frost & Sullivan Best Practices in Customer Experience Awards Recipients
Country - Award Category - Recipient
Australia - Automotive - Best Customer Experience - Honda
Australia - Banking - Best Customer Experience - Bendigo & Adelaide Bank
Australia - Telecommunications - Best Customer Experience - Telstra
Australia - Telecommunications - In Store - Optus
Indonesia Banking - Best Customer Experience Bank - Central Asia
Indonesia Banking - Telecommunications - In Store XL - Axiata
Indonesia Banking - Telecommunications - Services - Telkomsel
Indonesia Banking - Telecommunications - Customer Support Channels - Telkomsel
Thailand - Banking - Best Customer Experience - Siam Commercial Bank
Thailand - Telecommunications - Best Customer Experience - AIS
Taiwan - Automotive - Best Customer Experience - Nissan
Taiwan - Banking - Best Customer Experience - Taishin International Bank
Taiwan - Telecommunications - Best Customer Experience Chunghwa Telecom
Philippines - Banking - Best Customer Experience - Bank of Philippine Islands
Philippines - Telecommunications - Best Customer Experience - Smart
Singapore - Automotive - Best Customer Experience - BMW
Singapore - Banking - Best Customer Experience - OCBC Bank
Singapore - Telecommunications - Services - Starhub
Singapore - Telecommunications - In Store - SingTel
Singapore - Telecommunications - Best Customer Experience - M1
China - Telecommunications - Best Customer Experience - China Mobile
Malaysia - Automotive - Best Customer Experience - Honda
Malaysia - Banking - Best Customer Experience - Public Bank
Malaysia - Telecommunications - Best Customer Experience - Celcom Axiata
About Frost & Sullivan
Frost & Sullivan (frost.com), the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies? Contact us: Start the discussion
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