Hawaii Dental Service (HDS) is setting an example by maintaining its commitment to local customer service, even as technology transforms how businesses operate. This commitment emphasizes the importance of a human connection in an increasingly digital world. HDS proudly highlights its fully local customer service team, something that resonates with the unique needs of the Hawaiian community.
Hawaii Business Magazine highlights HDS's strategy, quoting HDS Chief Customer Officer Elaine Fujiwara: "Our 100 percent Hawai‘i-based workforce allows us to truly connect with the people we serve." This approach is a direct response to the rise of automated customer service and offshore call centers, which can lack the nuanced understanding of local needs.
The emphasis on local customer service provides HDS a competitive edge in the market. Hawaii Business Magazine also points out the importance of understanding the customer's and the community's needs, which HDS Director of Sales Joey Lee recognizes, making it possible for account managers to offer tailored services.
For Hawaii’s entrepreneurs, investors, and professionals, this emphasis on local customer service presents both opportunities and challenges. Businesses can differentiate themselves by prioritizing localized experiences to build trust and increase customer loyalty. However, this model may require strategic investments in training, infrastructure, and staffing to ensure the highest quality of service. As Hawaii Dental Service demonstrates, maintaining a local presence and understanding of the community can be a source of competitive advantage.
