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

BMO unveils first campaign from Y&R

A new, employee-built tagline is designed for Canadian and U.S. markets

Supermarket chain battles criticism over World War I ad

Sainsbury's four-minute television spot depicts the 1914 Christmas Truce

Best Buy posts unexpected sales gain, prepares for holiday deals

Best Buy CEO: Holiday deals will be more "balanced and targeted" this year

Frank & Oak gets into home decor with Etsy collection

Menswear retailer experiments with handmade home goods

Ford Canada hits the streets of Montreal in new web series

Brand focuses on one of the most important small car markets: Montreal

Dairy Farmers of Canada and W Network’s cheesy campaign

Holiday effort from m2 targets ‘zestfuls’

Target Canada focuses on holiday sales, then its future

Signs of improvement outlined in the company's third-quarter report

Metro boosts Q4 profit, revenue and same store sales up

Montreal retailer posts $115.6-million profit

Kiip launches white label loyalty solution for brands

Platform helps marketers offer specialized rewards for new or loyal users