How many of your customers feel stuck with you, wishing they could leave, painfully disappointed by your products and services, telling everyone they know about their horrible experiences with you and exhausted from their efforts to rid themselves of you?
Such is the case for many telecom customers trapped in contracts that do not protect them from horrific customer experiences. And yes, I am one of those many customers. Choosing a telecom provider reminds me of voting in our recent Canadian election… “hmmm, who do I dislike the least”. The reality is that it really sucks to be a telecom customer… the good news is that there is an enormous opportunity for one of our telecom providers to get it right. There is zero customer loyalty in telecom and for good reason, so imagine the raid of customers that would flock to a provider that put their customers first and I would be at the front of that line. Like many others exhausted from being beaten down by their telecom provider I would even be willing to pay more if I could trust that my provider would live up to the services and experience they promise. When an industry becomes as commoditized as telecom has their is a solution, one that is highly transformative and profitable; make customer experience your #1 priority.
There is a massive believability crisis in telecom, there must be a provider out there somewhere smart enough to seize this great opportunity, no?
So I ask the CEO of Telus, Darren Entwistle, is it ethical that I am locked into a 3 year contract for a internet key that has never worked? After a year of trying to get your team to resolve this, I surrender, I have accepted that I am stuck donating $50 a month to Telus for nothing, zip, zero. My suggestion for you… how about you engage me to revolutionize the Telus customer experience and simultaneously magnify your profitability and sustainability?