Original link: http://business.financialpost.com/2014/11/06/telus-winning-the-battle-to-attract-new-customers-and-keep-existing-ones/?__lsa=c953-850a

This article talks about Telus in the wireless market and how with the recent quarterly reports is shown to be a leader in customer retention and attracting new customers. The other big players of the wireless market Rogers and Bell did not have as promising results despite Rogers being the current largest wireless provider in Canada.

Through my personal analysis of all three companies by first-hand experience, it was very evident that Telus of the three companies had the friendliest customer service. Customer service and organizational culture is so important in the wireless market. Customers are constantly looking to upgrade their software, and run into problems. Wireless has become so readily available that customer segments of all age groups are being tapped. Hence, the older and less tech-savvy segment require this friendly, and helpful customer service.

Being an ex-Rogers user I experienced a lack of information on their website, difficulties navigating through their help lines and inefficient automated hotline services. This ultimately made me switch to Bell and emphasizes how customer services like call centres and front desk staff may not be the core of the business, however, it is important to invest thoroughly in the area as it reflects the company as a whole.

Like discussed in class 19, there are so many benefits in creating a company with a positive culture. Telus is doing this right and aside from this is persistently looking to improve their wireless systems to make them easy to use and affordable.

If Rogers wants to remain the top firm it needs to reassess its company culture and invest into customer relations as well as improving the wireless systems.