Clearly Rogers CEO Guy Laurence, a guy who has a reputation for shaking things up is putting his stamp on Rogers in a big way. A press release titled “Rogers 3.0: Accelerating growth and overhauling the customer experience” has just appeared and it has a whole lot of info in it that shows that Rogers is radically going to change. Let’s start with what the go forward plan is:
Rogers 3.0 is a long-term plan that reflects feedback from thousands of customers, employees and shareholders. It builds on the underlying strength of the company to identify and capitalize on opportunities for growth and innovation. It will be based on seven strategic priorities:
1. Be a strong Canadian growth company
2. Overhaul the Customer Experience
3. Drive meaningful growth in the business market
4. Invest in and develop our people
5. Deliver compelling content anywhere
6. Focus on innovation and network leadership
7. Go to market as One Rogers
I’ll draw your attention to item number 2. Rogers has the reputation for less than stellar customer service and it is interesting that they are looking to do something about it. How you might ask? Let’s take a look at the new management structure:
— Consumer Business Unit: Rob Bruce, President
— Enterprise Business Unit: Larry Baldachin*, President
— Media Business Unit: Keith Pelley, President
— Customer Experience: Mike Adams*, Chief Customer Officer
— Brand Management: Dale Hooper, Chief Brand Officer
— Strategy, Wholesale & Development: Frank Boulben*, Chief Strategy Officer
— Corporate Affairs: Phil Lind, EVP Regulatory and Vice Chairman
— Legal: David Miller, Chief Legal Officer and Secretary
— Human Resources: Jim Reid, Chief Human Resources Officer
— Finance: Tony Staffieri, Chief Financial Officer
— Information Technology: Linda Jojo, Chief Information Officer
— Network: Bob Berner, Chief Technology Officer
*Interim leader
You’ll note that there’s now Chief Customer Officer. An executive level position responsible for the customer experience. It’s a great strategy as having one person focus on the customer experience can only help the customer. At least one would think so. Another thing that you’ll notice is that a number of people have the word “interim” next to them. Here’s why:
Due to the communications portfolio being divided into three areas, Rob Bruce has decided to leave Rogers and agreed to help Guy Laurence through a transition period until the end of year. In April Phil Lind announced his plan to retire as EVP, Regulatory at the end of 2014. Phil will stay on for at least three more years in an advisory capacity and will remain on the Rogers Board of Directors and the Rogers Control Trust. An internal and external search has begun for all interim appointments.
This is a major change for Rogers. That is not in dispute. The question is, will customers notice the difference? I say, check back this time next year and we’ll see.
Rogers Announces “Rogers 3.0” And Shakes Up Their Leadership
Posted in Commentary with tags Rogers on May 23, 2014 by itnerdClearly Rogers CEO Guy Laurence, a guy who has a reputation for shaking things up is putting his stamp on Rogers in a big way. A press release titled “Rogers 3.0: Accelerating growth and overhauling the customer experience” has just appeared and it has a whole lot of info in it that shows that Rogers is radically going to change. Let’s start with what the go forward plan is:
Rogers 3.0 is a long-term plan that reflects feedback from thousands of customers, employees and shareholders. It builds on the underlying strength of the company to identify and capitalize on opportunities for growth and innovation. It will be based on seven strategic priorities:
1. Be a strong Canadian growth company
2. Overhaul the Customer Experience
3. Drive meaningful growth in the business market
4. Invest in and develop our people
5. Deliver compelling content anywhere
6. Focus on innovation and network leadership
7. Go to market as One Rogers
I’ll draw your attention to item number 2. Rogers has the reputation for less than stellar customer service and it is interesting that they are looking to do something about it. How you might ask? Let’s take a look at the new management structure:
— Consumer Business Unit: Rob Bruce, President
— Enterprise Business Unit: Larry Baldachin*, President
— Media Business Unit: Keith Pelley, President
— Customer Experience: Mike Adams*, Chief Customer Officer
— Brand Management: Dale Hooper, Chief Brand Officer
— Strategy, Wholesale & Development: Frank Boulben*, Chief Strategy Officer
— Corporate Affairs: Phil Lind, EVP Regulatory and Vice Chairman
— Legal: David Miller, Chief Legal Officer and Secretary
— Human Resources: Jim Reid, Chief Human Resources Officer
— Finance: Tony Staffieri, Chief Financial Officer
— Information Technology: Linda Jojo, Chief Information Officer
— Network: Bob Berner, Chief Technology Officer
*Interim leader
You’ll note that there’s now Chief Customer Officer. An executive level position responsible for the customer experience. It’s a great strategy as having one person focus on the customer experience can only help the customer. At least one would think so. Another thing that you’ll notice is that a number of people have the word “interim” next to them. Here’s why:
Due to the communications portfolio being divided into three areas, Rob Bruce has decided to leave Rogers and agreed to help Guy Laurence through a transition period until the end of year. In April Phil Lind announced his plan to retire as EVP, Regulatory at the end of 2014. Phil will stay on for at least three more years in an advisory capacity and will remain on the Rogers Board of Directors and the Rogers Control Trust. An internal and external search has begun for all interim appointments.
This is a major change for Rogers. That is not in dispute. The question is, will customers notice the difference? I say, check back this time next year and we’ll see.
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