If you took the LRT today, you may have noticed a lot more yellow on the streets. Well, here's the reason; Digi Telecommunication Sdn Bhd (Digi) had mobilised more than 1,100 employees nationwide to the streets to connect with customers for its annual Customer Obsessed Day (COD)!
This year’s event saw these employees (called Digizens) engaging more than 7,000 Malaysians in key market centres across Malaysia, listening to honest feedback from customers on their experience and expectations of Digi. This is meant to offer a meaningful opportunity for Digizens to get up close and personal with customers for two reasons: to gain first-hand feedback that the company can action on to improve its customer experience, and to appreciate loyal customers.
In its seventh year, COD is a symbolic reflection of the company’s on-going commitment towards placing customers first in all it does; obsessing over the experience it provides customers across its touch points, products and services. According to Digi’s Chief Marketing Officer, Loh Keh Jiat, COD is one of the most important days in Digi’s calendar. “Beyond the front liners who typically face customers every day, customer obsession is a way of work that is embraced by all Digizens. From the leadership team to all who own processes, relationships and technology platforms that directly and indirectly impact the customer.”
“COD does not stop when the day ends. Every year since we started going out to meet customers, we have taken our customers’ feedback and used it to put a laser focus on improving how they prefer to interact with Digi and enjoy our services. Some of these insights have inspired us to reinvent the way we serve them. This includes the self-serve mobile kiosks, e-queue systems and priority queues for seniors and pregnant women at stores, digital options to connect, manage accounts and purchase with us such as MyDigi app and Digi Store Online, and more. We strongly believe that constantly being connected to customers at all levels is the answer to our quest to continuously deliver what matters most for them,” said Loh.
While Digizens worked hard to listen to customers, they also engaged customers in some fun activities, reminiscing schoolyard games from yesteryears and appreciating loyal customers with a number of exclusive deals on selected accessories, gadgets and its PhoneFreedom 365 plan, redeemable at any Digi Store nationwide from 23 to 28 July.