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What the Globe Life means to the regular consumers?

Globe LifeDuring the Press Launch of the consolidated brand Globe Life this afternoon at the Oriental Mandarin Hotel, I asked CEO Gerry Ablaza Jr. what this change would mean to the regular consumer aside from having Globe Telecoms, Innove Communications and G-Xchange run under one umbrella brand.

And his answer?

The Globe Life is a commitment to customer ease and relevance. I was hoping for more concrete answers like — reduced broadband pricing (which they’re actually doing — 3Mbps for Php1,995 and 1.5Mbps for Php995), more competitive GPRS/3G rates, more proactive customer support or faster resolution time, and maybe a little more transparent customer feedback mechanism. Mr. Ablaza added that they will work harder to meet most of these expectations and not leave this transformation as a mere organizational restructuring but a more customer-centric approach to doing business. At the end of the day, whatever changes or improvements they’ll implement, only the customers can say if they’re really doing a good job.

I asked those same questions to several of the group heads I met during lunch and some of them are candid enough to admit that part of their daily customer feedback routine is tracking blogs and verifying complaints of commenters on those blogs. So, if you’ve been getting a surprised visit from Globe technicians in your area, more or less they picked up the issue thru your blog.

On a related note, Mr. Macalua and I will be doing a blogging seminar to Globe employees next week as requested by their corporate HR. This is in line with the re-launch of their intranet site which will now host blogs of employees interested to go into blogging. I’ve also suggested that they start with a Corporate Blogging Policy. Whether they can convince the execs or the CEO to blog remains to be seen.

P.S.
Attendees were asked to try out Globe GCash and those interested were given SIM cards plus Php1,000 worth of GCash. I’m giving away that GCash in the form of a Globe AutoLoad. Check out the simple mechanics in the forums. I also wanted to give away the schwags but I’m not sure if anyone will be interested in them.

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Avatar for Abe Olandres

Abe is the founder and Editor-in-Chief of YugaTech with over 20 years of experience in the technology industry. He is one of the pioneers of blogging in the country and considered by many as the Father of Tech Blogging in the Philippines. He is also a technology consultant, a tech columnist with several national publications, resource speaker and mentor/advisor to several start-up companies.

12 Responses

  1. Avatar for Jeane Jeane says:

    GLOBE should know what consumer commitment means, i had problem with GLOBE IPHONE POSPAID PLAN, they keep on charging me, putting customer service staff who dont know how to understand what is your main concern. When they want you to pay, they call you asap, when you have problem they respond like turtle.. wheres the justice? i am waiting for their action and my bills is soaring high ( i am charged everymonth) and action is so slow….

  2. Avatar for Globe sucks Globe sucks says:

    Globe Broadband is a big no no, it always disconnecting me every 30 mins. I’ll switch to PLDT DSL, there’s no disconnection there, I’ll just wait for my contract to end

  3. Avatar for Carlo Carlo says:

    The Globe Life is a commitment to customer ease and relevance. – They should hold on this statement.

    Their TV ad is a false advertisement. It shows a service that is not happening in Globe Telecom. Ex: Prompt and Polite Service Technicians – what the f*&%! All technicians of Globe are incompetent.

  4. Avatar for Roger D Roger D says:

    You should check your GPRS charges, for Globe have been over charging, sometimes deducting P10 for your initial connection and they don’t give out any reason for it.

  5. Avatar for paolo paolo says:

    Customer complaints are chances to keep and gain more customers. I hope Globe gets the message across.

    The answer of Ablaza is quite disappointing as he was not able to give out concrete answers.

  6. Avatar for John John says:

    Yuga, where you able to relay the enormous amount of complaints about globe’s DSL?

  7. Avatar for jhay jhay says:

    Well, almost everyone knows my story. lol

  8. Avatar for Jeffrey Jeffrey says:

    I have Globe broadband and landline (1295 package) for two weeks now. So far, i am satisfied with the performance and the technical and customer support i receive.

  9. Avatar for JP Loh JP Loh says:

    This “restructuring” should produce results. They’re really close to losing one subscriber.

  10. Avatar for BrianB BrianB says:

    Ablaza gets a hundred million in bonuses every year and he doesn’t seem to know anything about his products, or maybe he just doesn’t have time for regular people.

  11. Avatar for Chinkey Llave Chinkey Llave says:

    “The Globe Life is a commitment to customer ease and relevance. I was hoping for more concrete answers like — reduced broadband pricing”

    REALLY FUNNY!!!

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