While many Malaysian companies are just beginning to understand social media, Packet One Networks (P1), is a company that has been in the forefront of integrating social media into all levels of their organisation. P1 not only uses social media in their marketing efforts, but in their customer service operations too.
Many companies have grown used to speaking at their consumers through mass media advertising campaigns. However for P1, they recognise social media as a platform for them to engage with consumers directly in a public channel.
P1 Chief Operating Officer Idham Nawawi
Key to this is the whole-hearted support of social media by their senior management. COO Idham Nawawi told me in this interview how they deliberately fostered the adoption of social media within P1 by getting all the senior management to sign up for Twitter and learn how to communicate with consumers. By walking the talk, the senior management is able to lead the Packeteers to adopt the use of social media and promoting its effective and responsible use.
Another challenge for P1 was balancing the speed in which social media interactions happen with the necessary administration and control. Like many others they have an empoyee communications policy and ticketing support system in place, but I really loved their immunity cards.
P1 Immunity Cards
Employees are encouraged to take the initiative to solve problems and engage with consumers. Each employee is issued 3 immunity cards which they can use if they ever make a mistake to spare them from a ticking off. It’s a simple idea, but it helps their employees learn to be responsible and is great for morale.
Watch the interview to learn about how P1 cultivates a social media-friendly culture and how they engage their customers (I had to edit it down to <10 minutes for YouTube). Feel free to also share the interview with your friends.
My sincerest thanks to P1 for being open to this interview. A big shout out especially to Idham, Amin and Cynthia who made it possible. Follow the P1 senior management on Twitter – CEO Michael Lai (@MichaelLaiP1), COO Idham Nawawi (@IdhamNawawi) and CMO Kenny Wong (@KennyWong).
Packet One Networks (M) Sdn Bhd (P1) is Malaysia’s first and leading WiMAX telecommunications company with the country’s widest WiMAX network. P1’s goal is to bridge the digital divide by making access to the internet universal, ubiquitous and affordable for every Malaysian. P1 hopes to play a major part in realizing the nation’s goal – to have 50% broadband penetration by 2010. Learn more at www.p1.com.my.
