3 Things StarHub Ltd’s Management Want You to Know

StarHub Ltd (SGX: C2PU), one of the big trio in Singapore’s telecommunications sector – with the other two being Singapore Telecommunications Limited (SGX: Z74) and M1 Ltd (SGX: B2F) – was featured recently in an interview series by bourse operator Singapore Exchange.

The interview was conducted with Starhub’s chief executive, Tan Tong Hai, who shared his thoughts behind his management style at the company.

Tan’s thoughts can be useful for investors in gaining a deeper understanding of StarHub’s culture. And culture is an important area to focus on when studying a business. “Culture eats strategy for breakfast,” Peter Drucker once said.

Here are a few of Tan’s thoughts:

1. The importance of customer service

“If I am hiring someone, and he doesn’t smile during the job interview, I will not consider him. This is important because happy employees lead to happy customers.”

The importance of customer service is highlighted in the phrase above from Tan. The customer’s happiness factor is something that Tan has his eye on and may be a point of differentiation between StarHub and its competitors.

As it is with any business, the more one can differentiate itself, the better the value proposition it can offer its customers.

2. Social media is an opportunity

“Nowadays, customers’ expectations are very high and you need to provide different avenues for feedback, including online channels, social media, and the helpdesk”

For some, the emergence of social media can be seen as a public relations nightmare to manage. But for Tan, he sees opportunity with social media:

“It allows us to nip the problem in the bud, instead of waiting for customers to call our helpline.”

3. Focus on what you can control

“Technology changes and new competitors are beyond your control. What you can control is customer service”

The talk of the town is the emergence of a fourth telco in a saturated Singapore market. StarHub may also face technological challenges, ranging from video on demand services, the constant need to update its infrastructure, and much more.

On this, Tan points out that StarHub will be looking at what it can control, which circles back to his first point:  Customer service.

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The information provided is for general information purposes only and is not intended to be personalised investment or financial advice. Motley Fool Singapore contributor Chin Hui Leong doesn’t own shares in any companies mentioned.