I haven’t seen much of Guy Laurence who is the new CEO of Rogers, but what I have seen of him is positive thus far. A story in The Toronto Star has him explaining where Rogers needs to do a better job for its customers:
Laurence said Canada’s wireless industry hasn’t done enough deliver on time-savings, pointing to thousands of pricing plans that force consumers to spend time researching telecom companies’ best buys online and to customers forced to cool their heels waiting for assistance from call centres.
“Lots of people don’t want to call a call centre. They want to go online and solve it in three minutes, not 30,” Laurence said.
“Don’t get me wrong. I think there will always be call centres but are we really bringing in enough simplicity to our customers?”
At least he recognizes that these are things that really annoy consumers. And he’s right about the fact consumers don’t want to call into a call centre because they will wait 20 minutes to speak to a human being, but feel forced to. But it’s the lesser of the metaphorical two evils. Now Rogers had announced their “Rogers 3.0” plan a few weeks ago which speaks to this topic. It will be interesting to see how that is going to alter the customer experience for the better.
Oh, to quote the late Steve Jobs, there’s one more thing. Laurence is saying the right things and so far he’s putting out positive vibes. But seeing as he’s the new guy on the block, the honeymoon will end at some point and he’s going to have to start delivering on what he’s been talking about thus far. It will be interesting to see if he can truly deliver.
Rogers Must Fix Wait Times, Pricing Plans: CEO
I haven’t seen much of Guy Laurence who is the new CEO of Rogers, but what I have seen of him is positive thus far. A story in The Toronto Star has him explaining where Rogers needs to do a better job for its customers:
Laurence said Canada’s wireless industry hasn’t done enough deliver on time-savings, pointing to thousands of pricing plans that force consumers to spend time researching telecom companies’ best buys online and to customers forced to cool their heels waiting for assistance from call centres.
“Lots of people don’t want to call a call centre. They want to go online and solve it in three minutes, not 30,” Laurence said.
“Don’t get me wrong. I think there will always be call centres but are we really bringing in enough simplicity to our customers?”
At least he recognizes that these are things that really annoy consumers. And he’s right about the fact consumers don’t want to call into a call centre because they will wait 20 minutes to speak to a human being, but feel forced to. But it’s the lesser of the metaphorical two evils. Now Rogers had announced their “Rogers 3.0” plan a few weeks ago which speaks to this topic. It will be interesting to see how that is going to alter the customer experience for the better.
Oh, to quote the late Steve Jobs, there’s one more thing. Laurence is saying the right things and so far he’s putting out positive vibes. But seeing as he’s the new guy on the block, the honeymoon will end at some point and he’s going to have to start delivering on what he’s been talking about thus far. It will be interesting to see if he can truly deliver.
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