Maxis Berhad
Annual Report 2015
page
32
Our Customers
Our customers will always remain our highest priority. In
keeping with our focus on delivering an Unmatched Customer
Experience, we continuously strive to provide the best
for our customers. As we progress in our transformation,
implementation plans include the development of a more
structured Customer Experience Framework, with emphasis
on Voice-of-Customer Insights to drive improvements.
The Internet is changing everything and our customers are
now Digital Experience Seekers who are constantly in search
of faster and more responsive communication mediums. It
is therefore extremely important for us to ensure that our
customers have the best data experience by continuously
investing in building our network.
Today, we have a totally new service approach and training
curriculum organisation-wide. The changes in processes
systematically implemented throughout the year have resulted
in a more simplified customer journey and an enhanced
service culture.
Our key focus is to deliver a higher degree of service
convenience and enjoyment when customers engage with us
in different ways, from our retail stores and Maxis Exclusive
Partner stores, to Contact Centres and digital touchpoints as
well as apps.
A total of 170 modernised Maxis Centres and Maxis Exclusive
Partners stores today provide our customers with a wide
range of smart devices and accessories to meet their digital
appetite. In these spacious digital lifestyle stores, customers
try out the latest devices and accessories, find out the best
mobile Internet plans for them, and learn more about their
preferred device through tutorials and live demos.
Unmatched
Customer
Experience
