Telus tunes in to customer care with new campaign

Telus is addressing customer pain points with a series of ads stating “We’re hanging on your every word.” The campaign, by Taxi Vancouver, is an evolution of the “We hear you” message that launched last year to communicate the company’s “customer’s first strategy” which focuses on improving customer experience, said Rachael Mens, director of marketing communications […]

Telus is addressing customer pain points with a series of ads stating “We’re hanging on your every word.”

The campaign, by Taxi Vancouver, is an evolution of the “We hear you” message that launched last year to communicate the company’s “customer’s first strategy” which focuses on improving customer experience, said Rachael Mens, director of marketing communications for Telus in Burnaby, BC.

In the most recent ad, a prim and proper family of four sits on a couch listening to the father complain about paying extra for HD channels on Optik TV.

“We wanted to find a family who normally would not swear or raise their voice,” said Kevin Barclay, executive creative director at Taxi Vancouver. “We spent a day trying to think of curse words that were inoffensive, yet unexpected, so brown bananas made the cut out of about 60.”

Mens said this is the third ad that follows the problem/solution format.

The first, “nasty clown,” focused on customer’s gripe with autocorrect texting and provided them with learning centres, while the second, which also launched this month, focused on how customers can upgrade their mobile device at anytime.

“Consumers are always giving feedback,” said Mens, adding that they’ve added a section to its website that makes it easier for subscribers to share their ideas.

Brands Articles

Saputo sells its bakery division to Canada Bread for $120 million

Deal in line with company's plans to become more competitive in new food categories

Why employee engagement needs to top the CMO’s agenda in 2015

And, how it will enhance competitiveness/profitability

Canada’s Hottest Ads: A very foodie November

...with a light dusting of holiday cheer

McDonald’s marketing misery

Markus Giesler on the chain's identity crisis and why it's becoming increasingly irrelevant

BlackBerry harkens back to “CrackBerry” heyday

Waterloo, Ont.-based company introduces new smartphone model with familiar features

Hudson’s Bay hires new CEO

Former Toys R Us chairman and CEO takes the reins, Richard Baker remains chairman

Country Style chooses Tag Franchise for rebrand

New branding expected to roll out next year

MasterCard’s ‘priceless’ holiday giveaway

The brand had a big surprise for Calgary charities