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

Milk West and DDB launch animated webseries

No hard sell, just a milk carton and his buddies

Air Canada and Rickard’s seek Canada’s top bars

Promotion in enRoute magazine connects beer brand to top pubs in cities across Canada

Watch This: Moment Factory lights up Parc de la Gorge

Turning a park into a glowing, immersive, multimedia experience to convince hikers to stay the night

Most chief marketers feel underpaid: CMO Council report

Smart alliances and digital skills key to CMOs' salary

Interbrand opening ‘corporate citizenship’ office in Canada

Move reflects Canadians' heightened interest in social values and the environment

HBC closing two Home Outfitters

Move is part of plan to merge with Hudson's Bay Home brand and drive more sales online

Elvis spotted around GTA in new campaign

It’s viva… Blue Mountain, as celebration of all things Elvis marks 20th anniversary

Walmart marks Eid with Facebook recipe ad

Using digital and social to reach multicultural consumers

Target launches new photo-capturing app

In a Snap allows in-app shopping