Maxis Berhad | Annual Report 2012

Maxis Berhad // Annual Report 2012 69 INNOVATIVE PROPOSITIONS, REAL VALUE IN OUR SERVICES Customers expect a seamless experience when they shop, make purchases, request information and assistance or use our services. We understand their diverse needs and preferences and have adopted a multichannel approach to customer service. In 2012, we continued to build on this by extending the traditional customer touchpoints beyond conventional retail outlets and call centres, including online, social media and mobile customer service applications. At the same time, we enhanced the mobile experience for customers with our ‘Peace of Mind’ initiatives on international roaming by extending our data roaming passes to over 60 countries and auto-enabling the passes for our customers when they use data roaming to safeguard them from bill shock. Customers who are roaming can obtain immediate support by calling our dedicated ‘Roaming Concierge’ service from overseas at no charge. MAXIS’ RETAIL NETWORK The Maxis brand in the community is one our customers have grown to trust and depend on. With 264 outlets throughout the country, including those operated by our Maxis Exclusive Partners, customers have easy access to a high level of service. Customer convenience is top priority at these outlets. Maxis- operated centres have special zones for ‘experiential journeys of discovery’ of Maxis products and services. We have taken this service ethic a bit further in selected stores, where customers with special needs can interface with specially trained staff in designated sections of the store. Other customers will find that our mobile sales and service tools and simplified processes provide added convenience with reduced wait times at our physical stores. They will also experience a wider range of mobile devices as we upgrade our point of sales and inventory management tools. We also provide product familiarisation text messages and calls which keep customers abreast of the latest and best applications and services. REWARDING RELATIONSHIPS Our strongest relationships are with customers who have been with us for a long time and we like to make them feel special and appreciated. In 2012 we sought to delight our subscribers in new and interesting ways. To our Maxis One Club valued postpaid customers, we offered exclusive privileges and deals. Members of Maxis One Club enjoy priority customer service, special rewards and affinity programmes. Customers who have been with Maxis (postpaid) for more than a year with a minimum monthly usage of RM150 and above are automatically upgraded to Maxis One Club member status. Our One Club members were among the first to get the best deals on iconic devices such as the Samsung Galaxy SIII, iPhone 4S and iPhone 5, the new iPad and Samsung Galaxy Note II. Overall, Maxis One Club launched more than six device programmes in 2012. We offered members a free modem each when they signed up for Wireless Broadband packages from as low as RM18 monthly. Our Maxis Home Fibre Internet services gave them broadband access at the best price. In addition, our customers have benefited from our affinity programmes, such as Euro 2012 live viewing and futsal programmes, the Maxis Team Golf Tour (“MTGT”) tournament and family movie days. Maxis Rewards enabled Maxis and Hotlink customers to enjoy a wide range of deals with reputable merchants throughout the year. We also leverage on festive celebrations and occasions to bring limited offers at popular merchants and Maxis One Club customers were treated to special gifts and greetings. Hotlink customers continue to be rewarded each time they top-up. They are given up to three points of credit for every ringgit when the monthly cumulative top-up of RM30 or more is achieved. Customers can redeem their rewards points for free airtime and SMS. They can also exchange the reward points for special gifts at regional carnivals such as Karnival Jom Heboh. On their birthday, Hotlink customers can make unlimited free calls to other Hotlink and Maxis numbers plus get surprise treats on the anniversary of their stay with us every year. MAXIS SERVICE QUALITY AND CUSTOMER EXPERIENCE Maxis is committed to improving the quality of service it delivers and building on its reputation for a great customer experience. Consistent with our brand promise, we aim to delight our customers in everything that we do. To this end we adopt a multi-pronged approach to improve the quality of the experience we deliver. Customers – Understanding our customers is at the heart of everything we do. Understanding that while many things are common to all customers, different people have different needs. We aim to meet these needs by providing access to our products and services through a range of channels - face to face, via the telephone, online, and through smartphones. Culture – Every member of the Maxis family has personal objectives linked to improving the customer experience, and all non-frontline staff have the opportunity every year to spend time serving our customers and providing feedback on improvements that can be made. Maxis believes that only by empowering all its team members to take ownership of the customer experience can we deliver what we aspire to. We know that our frontline staff are the face of our brand and must always strive to deliver friendly, relevant and well-informed service. Continuous Improvement – We recognise that not everything we do is right every time and so we have a systematic process of feeding back on customer problems, whether these relate to our products, services or processes. Customer complaints and action plans around this are regularly given visibility at executive level and form the basis of a wide range of ‘Fix-it’ activities. WHAT’S INSIDE HIGHLIGHTS OUR STRENGTH LEADERSHIP OUR BUSINESS IN ACTION CORPORATE RESPONSIBILITY