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