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Eastern Communications’ Customer Journey Mapping Workshop

As one of the premier Philippine telecommunications companies, Eastern Communications has evolved into a world-class telecommunications and ICT solutions company providing extensive portfolio of services. It continues to be the solutions partner of choice for the biggest industry players in the country through its unique brand of “High Tech” and its “High Touch” service.

In 2019, their sales leaders, business development leaders, and sales support groups underwent the TCOB-BEST (Building Excellent Sales Team) workshop, which equipped their people with the skills, processes and tools, and helped them in their sales transformation initiative of moving from product sales to enterprise or solution selling. In a competitive field like the telco industry, excellence in service could prove to be the winning formula to further strengthen connections with long-term clients and build connections with new ones. More than just providing the latest technology, Eastern Communications wants to highlight their High Touch service by providing support and technical expertise not only to their clients but also internally where sales leaders and teams integrated the acquired skills and sales tools in their processes, in order to ensure sustainability of learning.

Session 1 socmed post

Recently, Eastern Communications once again tapped POWERinU Training and Coaching Philippines, Inc. to design, develop and deliver a Customer Journey Mapping Program based on the human-centered design thinking. The program was geared to further enhance the customer and employee experience, and to achieve the coveted sales and business transformation.  Eastern Communications defines its brand as “High Tech” and “Hight Touch” — a champion in offering world-class solutions and giving genuine human connection through its excellent customer service. They believe that human connection transcends more than physical, and what better way to connect people than to share real-life stories, experiences, and reliable solutions. Sales managers and leaders of Eastern communications attended the workshop on October 18 and 19, 2021, culminating in presentations which depict application of the principles learned during the workshop. POWERinU also provided coaching sessions so they can further refine their presentations.

The level of engagement, animation and zeal demonstrated by the participants to the workshop, and the quality of the project application presentations, clearly evidenced the participants’ deep appreciation and insight into their customers, as they adopted the Human-Centered Design (HCD) Thinking as a driver for innovation and business transformation.