Thursday, February 27, 2014

Globe Telecom Names Horan as New Senior Advisor for Consumer Business

 Daniel James Horan 

Globe Telecom welcomes Daniel James Horan as its new Senior Advisor for Consumer Business Group.

In this role, Horan will support the telco’s consumer business group in an advisory capacity, bringing with him over 15 years of experience in senior P&L and commercial positions in the I.T. and Telecommunications industries across six countries, including emerging markets in Asia, the Middle East, and Hungary.

Prior to joining Globe, Horan was Chief Marketing Officer at PT Axis in Indonesia responsible for marketing, online, customer care, customer experience, trade marketing, content, devices, and payments businesses.

Before PT Axis, he was the Chief Commercial Officer at Vodafone Qatar responsible for its fixed and mobile businesses as well as the introduction of payTV. Before his stint at Vodafone Qatar, Horan served as Consumer Marketing Director at Vodafone Hungary.

Horan has studied in the Henley Management College in United Kingdom and further management studies from the International Institute for Management Development in Switzerland.

Former Senior Advisor for Consumer Business Peter George Bithos will take on an expanded advisory role as Chief Operating Advisor, looking after the core Consumer business as well as the new emerging lines of businesses in and around the consumer space.


Sunday, February 23, 2014

Project Wonderful: Globe's Commitment to Customers and Nation for 2014


phtoto credits to: http://www.theslambookproject.com/
Fresh from a impressive performance in 2013 sustaining positive growth, Globe Telecom kicks off 2014 with a reinforcement of its commitment to better serve its subscribers, businesses, and the nation.

Entitled as Project Wonderful, the program was launched after the country was hit by typhoon Yolanda, prompting the leading telecommunications company to proactively take part in nation-building initiatives through its Bangon Pinoy disaster response and relief efforts. This paved the way for Project Wonderful to branch out to three (3) main pillars: Nation-building, Culture-building, and Brand-building, giving the company a holistic view on helping stakeholders build and discover a “wonderful world” in a form that is relevant to them.

Under the Nation-building pillar, Globe is set to build a wonderful and resilient Philippines with programs that will rebuild homes and schools as well as provide livelihood opportunities, while bringing together individuals and groups who share the same spirit of selfless giving.

“Through Project Wonderful, Globe Telecom aims to create a wonderful world for families and underprivileged Filipinos who have been affected by natural calamities and disasters,” said Globe President and CEO Ernest Cu, who stressed the importance of sustainability. “We are in it for the long haul, together with our partners and employees, who share our advocacy and spirit of volunteerism.”

To take an active role in nation-building, Globe Telecom recognizes that mobilization starts from within, bringing to life the pillar on Culture-building. Under Culture-building, Globe is shaping up to become a more customer-centric organization, fueled by a common passion to help and live a culture of service guided by its renewed mission, vision, and values.

“We want an organizational culture with an innate caring for our customers because the challenge of service differentiation will have to come from our ability to go the extra mile. This will guide how we do our business and help us make things wonderful for our customers and for each other, the Globe way,” added Cu.

Bringing to life its passion and commitment to the customer, Globe vows to remain a strong challenger brand that leads the industry with innovative and relevant offers. Under Brand-building, the telco will pioneer products and services anchored on four (4) consumer brand pillars: customized and personalized offers, services to help live the digital lifestyle, a stronger and faster network, and a rewarding Globe experience.

“Project Wonderful endeavors to make a difference in the lives of our consumers, employees, and Filipinos in general by helping them create a wonderful world where everything is getting better everyday, from a nation that will continue to rise above challenges, an organization that makes service delivery as ultimate differentiator, to a brand that makes an impact to the lives of customers. This is journey of Globe, and we enjoin our subscribers and the rest of the country to be part of it.”


In 2013, Globe generated total revenues of P90.5 billion, a 9% increase from P82.7 billion in the year prior, underpinned by continued demand for data connectivity across its mobile, broadband and fixed line data businesses. Mobile revenues grew 8% year-on-year to P72.8 billion compared to prior year’s P67.2 billion, owing to the sustained leadership of the postpaid segment with high-quality postpaid subscribers. Broadband and fixed-line data segments booked robust revenue gains of 20% and 13% year on year, respectively, attributed to rising demand for data and internet connectivity.

Saturday, February 22, 2014

Better Signals in 2014 for Globe Subscribers

Good news to all subscribers! Globe Telecom aims to level up its campaign this year to prevent the unscrupulous sale and use of illegal repeaters or signal boosters that cause network interference resulting in mobile phone subscribers to experience dropped calls, garbled lines, and weak signal. 

“While illegal signal boosters may enhance wireless coverage in a particular area, such devices, when improperly designed or installed, will cause interference with mobile networks and thus will impede communication services, including emergency calls in the community. This is why the company is determined in addressing this issue by eliminating the sale and use of illegal repeaters and provide better customer experience,” said Atty. Froilan Castelo, Globe General Counsel and Head of Corporate and Legal Services Group.

            The campaign against signal interference began in 2011 following growing evidence of proliferation of the use of illegal repeaters or signal boosters. Such illegal devices are not coordinated with mobile telecommunications providers or with government regulators. Illegal repeaters come in the form of indoor or outdoor antennas and wireless adapters which boost network signal by hogging bandwidth from a legitimate network infrastructure. As per monitoring by the company, cases of signal interference are being reported particularly in metropolitan areas of Manila, Cebu and Davao.

            The proliferation of signal interference has, in fact, prompted the National Telecommunications Commission (NTC) to issue Memorandum Order 01-02-2013, prohibiting the sale, purchase, importation, possession or use of signal boosters operating on the 800 megahertz, 900 MHz, 1800 MHz, and 2100 MHz frequency bands without the approval of the regulatory agency. Violation could entail penalties and even imprisonment.

            Globe Telecom’s drive against signal interference now includes the uncoordinated use of high-intensity radio frequency identification (RFID), a wireless non-contact use of radio-frequency electromagnetic fields to transfer data, for the purposes of automatically identifying and tracking tags attached to objects., such as those used in upscale villages for security purposes.

Following unrelenting drive last year, the company uncovered and resolved 15 cases involving the use and sale of illegal repeaters or signal boosters. In these cases, the devices were confiscated by the NTC.           

Friday, February 21, 2014

Globe Self-Help Channels Boost Customer Satisfaction and Empowerment

source: http://www.globe.com.ph/self-help
With customer satisfaction, loyalty and empowerment in mind, Globe Telecom came up with several innovative services that will allow customers to enjoy fast, easy, and hassle-free means to manage their accounts and save on time, effort, and money.

The move is part of the company’s journey towards taking the experience of its 38.5 million subscribers to the next level of service.

“We want to delight customers with the power of choice over how they reach us. At the same time, we are maximizing new technologies and platforms by creating new ways and enhancing existing features to empower them to do self-help,” said Glenn Richmond Ong, Head of Globe Digital Communications and Self-Service.

Using Globe self-service channels, customers can choose among four options for a wonderful customer experience namely:  MyAccount,  GServices, *143#, and Interactive Voice Response which are all very simple to use and understand even for non-techie individuals. 

“The Globe self-help channels give our subscribers fast and easy access to manage and track their accounts and get answers to their inquiries without having to visit a Globe Store or talk to a hotline customer service representative. We want to give them the information that they need on time, all the time. This is in keeping with the company value of putting our customers first,” Ong added.

MyAccount, which can be accessed through the Globe  website  accounts.globe.com.ph, provides a myriad of functions such as account details viewing and modification, online bills viewing and payment (globe.com.ph/paybill), postpaid and prepaid outstanding balance inquiry, paperless billing sign up, line status check, auto pay service enrollment, account transfer, as well as Tattoo and GCash access.

Similarly,  customers who are often mobile may instead download the Globe official app called GServices to both Android and iOS device for free to check their load balance, register to promos,  request for service modifications, activate roaming, redeem rewards, download music and Share-A-Load all from one uncomplicated interface.

On the other hand, *143# is a real-time instant messaging type phone service that can be used for requests on bill sending and contract information, status check of load balance and signal availability, prepaid and postpaid promo subscriptions, and other menu-based information services.  Just dial *143# on any Globe-serviced mobile phone for free to see the choices.

Those who prefer to hear rather than read instructions about their concerns may still call the Globe hotline for the Interactive Voice Response (IVR) service. This channel allows you to request for your bill, check the status of your SIM activation, reconnect your line, and know your outstanding balance. IVR is a series of recorded messages that attends to the subscriber’s mobile phone, landline, and internet inquiries using self-service menus.  If the matter needs to be explained further, the IVR also guides the customers to the right customer service agent.

To learn more about self-help, visit www.globe.com.ph/self-help.