Question

Discuss the intangibility problem that facing by Maxis 2020(generality, abstractness,non-searchability, mental impalpability) and recommend a promotional method that can increase their sales. (and why u think it will work?, how u do it?) you can support by illustrating a storyboard.

min 500 words

Answer 1

Maxis is Malaysia's leading communication provider. The problem faced by Maxis 2020 is the network down, service issues and customer satisfaction during COVID 19. As Maxis's services fall under the essential services category, it is fully operational. The promotional method that can be used to increase the sales in such time is showing customers that they care about their health. Maxis should make their customers feel that they are the part of Maxis's family. A strong marketing campaign related to supporting customers in times like these (COVID 19). Maxis should portrait a strong image of the company that they care about its customers.

Making people aware about COVID from below steps by marketing campaign:

1) Setting a caller tune about COVID 2019 on all the active numbers which should inform the customer about the precautions they should take while COVID

2) Precautions notifications should be sent on customer’s App- My Maxis, My MaxisBiz, Hotlink flex app and Hotlink red app

3) Maxis should inform customers about the precautions they are taking company as a whole

4) Should provide free data to visits health related or government sites for COVID updates

5) Calls to hotline numbers at free cost

6) How they are making work from home more easy for their customers

7) Heavy discounts on unlimited internet

It is not the time to promote or sell but it the time to stick by the side of your customer. It will not increasing the sales presently but it will definitely increase the sales in the times to come. While preparing a marketing campaign during COVID 19 following steps can be taken care of-

Give a strong name to your campaign

What you want to communicate, think about what customers need to hear at this time

Use a calm tone and not aggressive. Some people won’t like fancy stuff in times like these

Be clear and focus on what you want to communicate. Tell them how company is supporting them like emergency numbers, 24*7 support centre numbers

Provide timely updates. All the relevant updates should be there on the websites like updated numbers, store hours, store is closes or open, free services during COVID 19

Connecting through emails and newsletters like how sanitizers and social distancing will help

This campaign will work as you are touching people at the right point. This is not the time to generate sales or increase sales but to make customers aware about the situation. Tell them that we are here for them no matter what. In how many ways Maxis is extending support for the customers and by providing what all free services. How we can fight together in the situations like these.

They should also inform the customers what extra they are doing, what operational challenges they are facing and precautions they are taking for their employees. Like all the equipment required to be fully operational have been shifted to the employee’s home by the company to provide 24*7 services and meet the needs of the customers as everyone is given work from home. Maxis should show the customers how because of Maxis they can continue working, stay connected without leaving homes.