News : Telus Cites Strength in Customer Service as Subscriber Base Grows
May 8, 2014 -- Subscriber growth in wireless, Internet and TV subscribers propelled Telus Corp. to a stronger profit and a dividend increase in its first fiscal quarter.
The Vancouver-based telecom company put distance between competitors with new postpaid wireless subscribers in the quarter, at a time when providers are aggressively competing for customers.
Darren Entwistle, the outgoing chief executive officer at Telus and new executive chairman of the board, attributes this success to the company’s strength in customer service, which he said has been the first corporate priority at Telus since 2008.
"Customer service is a team sport that requires the engagement and focus of everyone in the organization," Joe Natale, incoming CEO, added on a conference call with analysts. Mr. Natale’s new role became effective at the formal conclusion of the company’s annual general meeting Thursday.
"The greatest advantage we have is cultural," Mr. Natale said. "It’s part of our secret sauce and we’re going to maintain our focus on keeping our secret to ourselves because it’s very important to our future."
"We’re seeing operational growth in TV, and operational growth in Internet, but we’re now seeing profit growth because of the scale economies," Mr. Entwistle said. He added that this is the company’s sixth consecutive quarter of operational earnings growth on its land-line business.
Mr. Entwistle is stepping back from the role of CEO, but he's still focused on investing in new business areas for the future of the company. "When I talk about multiple growth engines, yes it’s nice to complement wireless with [land line], but we’re trying to develop new growth engines with areas like health," he said.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, May 12, 2014
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