Published On: Thu, Oct 16th, 2014

“Tell Us What Matters to You” – Flow Reaches Out to its Customers

14264 Flow Market Research Campaign-CUR  Press 25x17 FAW[3]WILLEMSTAD - Columbus Communications, operators of the Flow and Columbus Business Solutions brands, today asked customers to tell them how they feel about Flow’s service. The online regional survey will be carried out in all eight countries across the Caribbean where the Company currently operates. It is a part of a multi-pronged approach to gain customers’ feedback on their experience with the organization.

“This survey is one of many initiatives that we are undertaking as part of an organized approach to integrate the discipline of customer experience into our operations,” said Michele English, Columbus’ executive vice president and chief customer officer. “Our plan is to significantly enhance our customer ‘listening’ systems and ensure that feedback is integrated into our daily decisions and connected to our customers’ experiences across the organization.”

English, the former head of Columbus’ operations in Jamaica, was recently promoted to evp and coo, a position designed to bring greater focus to Flow’s customer experiences. English explained that since taking up the position in July, she has been in extensive consultation with local, regional and international experts to develop an extensive strategy, impacting every area of the Company, to ensure that the Company meets its goal of becoming the best service provider in the region.

“It certainly is not an easy task,” said English. “There is a lot more work and research to be done, as well as significant behind-the-scenes operational processes that we have to design and implement to ensure that every customer touch point in the organization can support our customers’ needs efficiently and effectively.”  English also stated that she, along with the team members in every country, is up to the challenge.

“In every country” she said, “our team members are not only excited about the journey to become the region’s best service provider; they fully support our overall efforts with their creative input. The ideas coming from our team across the Caribbean to ensure that we always put our customers first has been no less than inspiring.  We now look forward to more customer feedback.”

English is encouraging all active Flow customers to log onto the Flow website, and click on the survey icon (Antigua will be different), complete the survey and “tell us what matters to them.” She assures customers that the survey is very simple and easy to complete.

“Customers with an active account can take part in the survey just by using their account number to access the research instrument.” she said. “We look forward to receiving responses from our customers and incorporating their insights into our strategic customer experience plan.”

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