Let’s face it: people love to hate their telco. Canadians are frustrated and we get that. We’re the first to admit that we’re not perfect, and we believe Canadians have every right to expect more from their telco providers, including us.
In a country that loves to hate telcos, people fail to see any difference between us and our major competitors. In their minds, we’re all the same, but we really are different from the other guys, and we’ve worked tirelessly over the last five years to put our customers at the centre of everything we do, and it shows:
However, we still have a long way to go. Today we begin the next step in our journey to deliver the best customer experience in Canada. Expect More is our new platform inviting Canadians to expect more of their telcos while demonstrating how TELUS stands apart from our competitors. Our belief is simple: when we expect more from ourselves, our customers can expect more from us.
This is more than just a marketing campaign. It’s a state of mind and it starts from within. Our team is core to how we got here and instrumental to bringing Expect More to life and it’s because of our team that we have the courage to make this bold statement. We are that confident in our people and the service we deliver to our customers.
Expect More will spotlight our employees, not only showcasing where we lead in service, but also our commitment to learning and improving when we’ve let our customers down. We’ll kick off with a bold voice meant to acknowledge customers’ service frustrations in an authentic, yet provocative way. In our new TV spot, we admit that although we have room for improvement, we are obsessed with delivering an exceptional experience for our customers.
In addition to advertising, a large part of the way we bring the platform to life will be in social media. We will continue to listen, learn from and engage with our customers in real-time and strive to address their questions and concerns in a responsive and personal way.
We know that we still have work to do to prove to Canadians that their experience with us is different.
We are obsessed about constantly improving until we deliver an unmatched customer experience at every customer interaction, every time. We’re on the right track, and we won’t rest until 100 per cent of our customers are happy.