Customers First – our number one corporate priority
Putting customers first is our Company's top priority – for 2011, 2012 and into the future. TELUS aims to provide the best client experience in our industry as measured by our customers' likelihood to recommend our products and services. Our overall goal is, within a few years, to become the most recommended company across our markets.
We are seeing growing momentum throughout the organization to put customers first. Across all lines of business, team members are rallying together to deliver future friendly® experiences to our customers and create a culture that differentiates us from the competition. Through Customers First, we put our focus on listening to our customers and taking action on their feedback. Our customer declaration demonstrates our commitment to our customers and holds us accountable for delivering on our brand promise.
An innovative, home-grown Likelihood to Recommend (L2R) framework was developed to help us better understand what is important to our customers, as determined by various client surveys, conducted several times throughout the year. These surveys focus on several dimensions of the customer experience with respect to our entire product set across all customer segments. Survey insights are used to educate team members on how critical every decision and action made within our organization is to delivering on our brand promise. By truly understanding what is important to customers, we can make tangible changes that enhance their experience and further differentiate TELUS from its competition.