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Globe 2012 annual reportempowering you, your waySeamless, Personalized, and Humanized– Our New Brand of Service for a NewBreed of CustomersGone are the days when one size fits all. In today’s market,consumers value customization and the ability to tailorservices to meet their individual preference and needs.Hyper-personalized products have become the trend andbusinesses need to keep up by giving customers the powerof choice over how they want to use and consume everyfacet of their services.At Globe, “Customer Experience” continues to be at thecore of everything we do. As always, it defines our brandof service, how we differentiate ourselves from competitionand how we continuously innovate to delight our subscribers.We believe in providing standardized, specialized andpersonalized services. Ultimately, this means delightingcustomers with the power of choice – a choice over how theychoose to customize their plan and today a choice over theirchannel for customer service.2012 marked a year focused on strengthening relationshipswith our subscribers through personalization of our customerservice channels and empowering customers with theability to self-serve. Once again, Globe redefines its brandof service and stands out from the competitive landscapeby giving customers the ultimate power of choice overwhich channel they wish to get service as well as ability todo relevant self-service through various web and mobilechannels.Talk2Globe your wayGlobe continues to empower customers with the ability totransact the way they want through multiple self-servicechannels made available 24/7. The re-launched Talk2GlobeHotline now provides subscribers the option to talk toGlobe in their language of choice. In an effort to drivepersonalization for the Visayan segment, Globe launchedthe first trilingual customer service—English, Taglish, andVisayan language options to delight its Visayan customerbase. In partnership with Aegis People Support andTech Mahindra, Globe established an exclusive Visayaninteractive voice response (IVR) system with self-servicefeatures, as well as dedicated Visayan speaking agentsbased in Cebu. Subscribers from Visayas and Mindanao cannow enjoy the convenience of inquiring about their balances,promos and keywords, report a payment, and many otherself-service or agent-assisted transactions in their vernacular.Aside from self-service on the hotline, Globe also furtherdeveloped its quick-access self-service menu givingcustomers the ability to do more self-service transaction onthe go, by simply dialing *143#, free of charge on any Globemobile phone. With its updated features, you can now:• Access billing or load details (Prepaid) / Balance andunbilled running charges (Postpaid)• Register to call, text, data and roaming promos• Perform GCASH transactionsGlobe also capitalized on new trends in social media andtook customer service beyond the hotline. Nowadays,customers turn to social media like Twitter to air theirconcerns. This is why Globe wants to be where thecustomers are, responding fast to any cry for help even ifthey don’t go directly to Globe. Our customers on Twitterand Facebook now experience this convenience sincewe’ve stepped-up the level of our online customer servicechannels.In its constant pursue to innovate and drive convenience,Globe has launched and refreshed all the following selfservicechannels in 2012:• MyAccount (http://account.globe.com.ph) - WithMyAccount subscribers can view, pay their bills, report apayment and request for reconnection, change their billingaddress, update account details and other requests.• globe.com.ph/help - Get access to support informationabout Globe products and services updated daily atwww.globe.com.ph/help• Twitter (@Talk2GLOBE) - Online specialists are available24/7 (official account names are listed athttp://www.globe.com.ph/contactus)• Facebook Fan Page – Check out the latest from Globe atwww.facebook.com/GlobePH• Online Chat Service – Real-time live agent chat isaccessible via the Globe website atwww.globe.com.ph/talk2Globe• SMS – You can text HELP to 1234 for free to get live agentassistance through text.• Download media such as ringtones, etc.• Share prepaid load to Globe and TM customers• Check the prepaid balance of your relatives abroadAs part of its commitment to deliver superior customer experience to complement its modernized network, Globe Telecom beefs up its onlinecustomer support with the launch of 18 new online specialists who will engage customers via Twitter @Talk2GLOBE, operating 24/7.44 45