Tell Us What Matters to You – Flow Reaches Out to its Customers
Columbus Communications, operators of the Flow and Columbus Business Solutions (CBS) 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 CCO, a position designed to bring greater focus to Flow‘s customer experiences.
“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.