40
Maxis Berhad
Annual Report 2014
Our
Customers
As we began our journey to deliver an
Unmatched Customer Experience, we
knew it had to be done in a way where
no stone was left unturned. That meant
a holistic and structured Customer
Experience Framework, where there
were Voice-of-Customer Insights and an
“engine” to continuously improve.
That also meant taking a long hard look
at the fundamentals, to figure out what’s
wrong and fix it. We had to get the basics
right, and have a strong foundation to
build upon.
So, we set up multiple Voice-of-Customer
platforms to gain valuable insights and
outside-in-views. With customer analyses,
we identified customer pain points
and even new opportunities. What we
learned was that we had to simplify our
customers’ journey - from the moment
customers take up our service to using,
paying, engaging, renewing and even
leaving us should they choose to do so –
and try to create ‘LIKE’ moments during
their journey.
We are customer-centric in our core
processes and we took ideas from
employees across the organisation to
identify improvement fixes. Changes
in our customer journey processes
have systematically been implemented
throughout the year. Even our
management team volunteered to ‘buddy’
with our colleagues at call centres, or
attend to our customers at the Maxis
Centres to experience the customers’
journey and gain on-ground insight.
In a nutshell, we eat, breathe and live
everything and anything to do with
customer experiences.
CUSTOMER SERVICE EXCELLENCE 2.0
It all boils down to supporting our
customers’ communication needs, and
at the same time bringing them the
best value proposition in technology and
device innovation.
To support us in doing this, we have
expanded our presence, ensuring our
service channels and touchpoints are
designed to deliver the best standards
in service experience. Our modernised
Maxis Signature Retail stores are equipped
with state-of-the-art systems and
facilities to deliver best-in-class services
for our customers. We also offer a full
suite of services to complement device
propositions such as best mobile Internet
plans, trade-up offers, device insurance,
and product tutorials and live demos. So,
walk-in customers can now browse and
try out the widest range of latest devices
and accessories on display at our stores.
