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

Your Marketing newsletters are changing

The Marketing Morning Filter is ending, but other newsletters are set to return

The List: North Strategic’s very big year

Prior to being picked up by MSLGroup, the PR shop brought in 15 new client wins

The biggest stories in Canadian marketing: 2016

A look back at the most read and shared news items from MarketingMag.ca

Media Profile teams with global PR group

PRGN welcomes Toronto agency as first Canadian partner

Stereo+ unveils brand overhaul from Lg2boutique

How to to introduce a 35-year-old chain to younger shoppers

The List: Wattpad’s evolving influence

The first of our selections for the biggest newsmakers of 2016

Sears Canada takes a gamble on groceries

Losses more than double in Q3 report, but food markets set to arrive

Big opportunities await in the new age of CSR (column)

Overwhelmed consumers want to outsource their consciences, but it requires deep trust

Mintel predicts packaging trends for 2017

Research firm says intelligent, experiential packaging will lead consumer experiences