"The Customer Commander Center is the physical representation of our enhanced customer-first efforts. Our long-term goal is to build lasting relationships with our customers, and this is an airline-wide initiative, driven by data, technology and a lot of heart." ~Candice Iyog, Vice President for Marketing and Distribution of Cebu Pacific
October 12, 2017, where the launching of Cebu Pacific Customer Commander Center at their head office, Cebu Pacific continues to engage with everyJuan through their CEB journey, investing in technology and process to deliver a better customer experience.
Cebu Pacific is among the first airlines in Asia to invest in an integrated facility and technology for social intelligence and customer engagement.
- Tasked to assist travelers with their concerns and inquiries
- The 24/7 command center is equipped with social monitoring, publishing and engagement tools
The integrated CEB Customer Command Center has created a heightened awareness of customer needs. Since the facility was put online, response time on CEB's social media accounts went up from two days to hours, even as fast as eight minutes.
As a passenger, it is very important on my part to always have an answer to my inquiries and questions especially when it comes to traveling. That's why CEB having their Customer Command Center will surely be a big help to a passenger who's bookings and flights are having issues.
The CEB Customer Command Center, which went online last August 15, is manned by a 55-strong integrated customer care team. Aside from CEB's official Facebook and Twitter pages, they also handle schedule changes through the hotline. The team also works closely with the airline's Network Control Center, especially during weather or other flight disruptions so it can provide passengers with the most updated information and options.
It is very important to passengers that the means of communication is well improved and achieved to better address passenger concerns by providing relevant and timely information and updates. The facility makes it easier to engage the customer and understand how CEB services are reasoning with them.
The new CEB Customer Command Center is the result of a broader transformation across the airline, where customer care and passenger are increasingly entrenched in the airline's operations.
CEB has been ramping-up investments to boost customer satisfaction and experience with the airline. The carrier aims to improve its Satisfactory Rating from its own passenger post-flight surveys over the coming months.