Member-only story
This Is Why Your Brand Keeps Losing Customers
Branding is not just about marketing or sales or PR.
Last week, I got the new iPhone 11 through a device plan from Maxis. Signing on another two years with Maxis wasn’t a problem for me because I don’t have any major complaints about them.
That day, I walked out of the store happy with my new smartphone in hand.
When I told my colleague about the device plan I subscribed to, she decided to get one for herself too — except that she was a Digi customer. After doing her research, she visited Digi on her way home from work a few days later.
The next day, she told me: “I’m moving to Maxis.”
She explained that when she arrived at Digi, no one came to her service. She approached the closest saleswoman and asked about their iPhone deals. With a very uncaring look on her face, the saleswoman tossed brochures on the table and just pointed to “iPhone”.
Confused, my colleague asked about the plan she came for. The saleswoman grouchily answered, “That one need credit card lah!”
That answer was all she needed to decide. My colleague left Digi and headed to Maxis to inquire about their plans instead.
