Regardless of how customers choose to connect with us – on the phone, in our stores, and increasingly, through social media – their personal connections with our team are critical to defining their relationship with TELUS. The sum of these connections and experiences – not just the first or the last time – become our customers’ TELUS story.
Growing social media connections
TELUS’ continued growth and success in the social media world has been attributed to keeping our vision clear: inspiring conversations and decisions that help TELUS grow.
TELUS began embracing social media as a client and stakeholder engagement channel in 2008, recognizing this new medium would change the way we communicate and build relationships with our clients. Social media allows our clients to discover and connect with our brand in fresh ways. Our enhanced ability to listen closely to what people are saying within these mediums, provides us the opportunity to hear feedback we may not have heard before, ultimately offering another channel to support our current and prospective clients. TELUS currently engages through Facebook, Google+, Twitter, YouTube and LinkedIn. Our social media accounts include French channels on Facebook and Twitter, and in 2010, we launched full client care support on our Twitter handle @TELUSsupport.
The appetite for social engagement is growing quickly and social media has been introduced as a collaboration tool across our organization. At the end of 2011, we celebrate the success of having five active and engagement focused Facebook accounts: TELUS, TELUSFr, TELUS Talks Business, Caya, Blacks, and 10 active and engagement-focused Twitter accounts: @TELUS, @TELUSfr, @TELUSsupport, @TELUSBusiness, @TELUSCareers, @TELUSNews, @TELUSHealth, @TELUSInt, @ThisisCaya, @Blacks.
At the start of 2012, our total number of TELUS Facebook fans exceeded 734,000 “likes”, making it the second largest company in Canada on Facebook. Our Twitter accounts surpassed the 35,000 follower mark. TELUS is outpacing all competitors in the social media space, with 33 per cent share of voice across all channels. Moving forward, TELUS will continue to nurture and grow its social media communities by engaging in conversations, sharing useful information and demonstrating our Customer First focus.
As we move into 2012, thousands of daily conversations mentioning TELUS will continue to occur. These conversations provide the platform for us to listen and engage with our customers and stakeholders. Social media offers the opportunity to hear what’s relevant to our industry and customers to ensure we drive innovation that will positively affect them.