Hong Kong Customers to Experience 'Service With Heart'

Hong Kong Broadband Network (HKBN) has launched a "Service with Heart" campaign. Leveraging pioneering "hardware" advantage of symmetric 100Mbps and 1Gbps broadband services, the company is now laying the "software" advantage of superior customer engagement.

Instead of the traditionally accepted mass hotline approach to customer service, each of their 500,000-plus broadband customers now enjoy the service of a dedicated account manager, similar to the service you would expect from a private bank.

With the conviction that "Happy Talents bring Happy Customers", this is an all-round 360° degree customer engagement campaign, from internal to external, to delight customers with Service from the Heart.

Externally, the message will be blanketed across Hong Kong via outdoor billboards in prime locations, print ads, and panels at key public transport terminals, as well as comprehensive TV commercials.

William Yeung, CEO of HKBN, said:

"We hope to spread 'Service with Heart' DNA to the whole company, and therefore, this campaign is not only an external above-the-line marketing exercise, but a genuine action from the hearts of all our Talents,"

"It takes heart, not just ears, to delight customers. With our Customer Engagement Officers dedicated to meeting each customer's needs, our service will cultivate a two-way, long-term relationship rather than answering one-off enquiries."

Yvonne Lo, CEO of HKBN's brand management agency M&C Saatchi added:

"Service is more than a frontline staff's attitude. It must be from the top down, supported by the company's management with vision, commitment, and a sense of mission. Without heart, it's only a job. With heart, HKBN's Talents can ignite each other's passion for service excellence. I'm glad to see HKBN's management making a pledge to surprise their customers with service that truly comes from the heart."
Info: http://www.hkbn.net/servicewithheart/
 

Read more customer service news