Had Telus shown instead that it got the new competitive telecommunications landscape, by treating me and my family as valuable customers worth keeping, it would have been in line for tens (or maybe hundreds) of thousands of dollars of further revenue from us during the rest of our lifetimes. Now their share of our communications dollars is likely only to decline from that baseline, possibly to zero.
If you’re in sales, marketing or broadband, read the whole thing–it’s thoughtfully written and reflects thousands of customers’ view.
In the piece, Derek bemoans the fact that loyal existing customers are ignored while new customers are offered free iPods. Is it fair to expect, as an existing customer, to receive special offers to new customers? I’m not really sure, but he makes a good point.
Anecdotally, I’ve heard more complaints about Telus’s quality of service than I have about Shaw’s. Also, there are plenty of other reasons not to like Telus.
The Fringe Festival, incidentally, has drawn the same conclusion (I’m on the board). They recently moved offices (about 500 feet or so), and it’s been an utter fiasco trying to get their Internet and phone lines reconnected.