Telstra promises to improve customer care in new campaign
Telstra will tomorrow launch a “humble” marketing campaign with a pledge to continue improving customer service, after pouring one billion dollars into the area over four years.
The campaign, which uses Sydney’s New Years Eve celebrations as its backdrop, will launch on January 27 and comes 15 months after Telstra’s colorful rebrand.
Inese Kingsmill, Telstra’s director of corporate marketing, told B&T that the campaign comes after Telstra recorded improvements in key customer service indicators.
“Satisfaction is trending upwards and complaints are trending downwards despite the fact that we have added more customers,” Kingsmill said.
Telstra has won two million new customers in the past two years while complaints to the Telecommunications Industry Ombudsman (TIO) have dropped by 10% in the past six months.
“It would be fair to say that there were some reasonably negative attributes associated with the perception of Telstra four years ago,” Kingsmill said.
“I think we were viewed as being rather arrogant. I think that we were viewed as being big and powerful – but not in the right way.
“The attributes people sign to Telstra now have really shifted. We are perceived to be much more innovative, easier to work with and less arrogant.”
Kingsmill described the campaign, created by DDB Sydney, as the cornerstone of Telstra’s advocacy-driving marketing program. For more on how important advocacy is for a brand see B&T’s feature 'The Customer Care Evolution'.
While Telstra’s service has improved, Kingsmill stressed that the new campaign is “by no means proclaiming that we have made it”.
“In fact, the tone of this campaign is incredibly humble and we openly acknowledge that we won’t get it right every time.”
“But we do believe that now is the right time to let people know that we have improved, quite a lot actually, and that this is our customer service promise to them.”
The new campaign will run across television, press, cinema and digital with the first phase to run for roughly six weeks.
Kingsmill described the campaign as “significant” and wished to point out that it is not a “superficial exercise” or “window dressing”.
"This goes to the core of our culture, values and our DNA."
Changes Telstra have made include the development of 24/7 call centres, an app that allows customers to track their data usage and its peer-to-peer support platform, CrowdSupport.
Last year, Telstra cut around 1000 call centre and administrative roles from its books, according to The Australian, and closed two regional call centres.
The one billion dollar investment has also gone into “re-engineering” the business for customer centricity, with ongoing staff training and programs among other initiatives.
The focus on customer service was brought in by Telstra’s chief executive, David Thodey, who joined the telecommunications giant in May 2009.
Credits: client Telstra, chief marketing officer mark buckman, marketing director Inese Kingsmill, general manager brand Natalie Dean, senior marketing manager Serena Fernandes, agency DDB Sydney, executive creative director Dylan Harrison, group creative director Rupert Hancock, creative group head Duncan Shields, head of onscreen production Brenden Johnson, production company The Feds, producer Rebecca Bennett, director Ben Lawrence, The Editors.
What do you think of the campaign? Let us know by leaving a comment below.
Please login with linkedin to comment
Latest News
Optus Offers Victorians Free Access To Optus Sport
Locked down Victorians who don’t currently have an Optus Sport subscription will have complimentary access to Optus Sport from this weekend to enjoy the UEFA Champions League tournament plus access to premium health and fitness content through the Optus Sport app. UEFA Champions League – the world’s premier continental football tournament – kicks off at […]
Torrens University Australia Launches ‘Career Crush’ Via VCCP Sydney & Lash
Torrens University Australia has launched ‘Career Crush’ via VCCP Sydney and Lash, to help match students with a career they’ll love. Career Crush is an online quiz that determines prospective students’ personal strengths, passions and aspirations to match them with the careers and courses they’re most compatible with. One of the toughest decisions young people […]
Is Imitating An Accent Racist? 23% Of Aussies Think So
Study reveals it's no longer acceptable to call a colleague a "flamin' galah" or announce that "a dingo's got my baby".
Audi Unveils Latest Campaign ‘Raised By Racecars’ Via The Monkeys
Who doesn't love new work from The Monkeys? Unless, of course, you're a rival agency who just lost the account, that is.
Gaming Mums? The Key Demographic That Advertisers Are Missing
Study finds mums are turning to gaming. Apparently, not drinking 24 Red Bulls & living off Uber Eats while doing it.
Gen Z Men Say Feminism’s Gone Too Far & Makes It Harder For Men To Succeed
New study reveals Gen Z men now the fourth straight consecutive generation in a row to get the willies from feminism.
Study Finds Both Conservative & Feminist Women React “Positively” To Sexualised Advertising
This study's quite academic, so B&T has had to edit out the bits where we had no idea what the boffins were on about.
JCDecaux Brings Real Red Nose Day Heroes To life To Help Raise Funds For SIDs
We're big red nose supporters here in the B&T office. Admittedly, it's more a gin thing than a child charity one.
Pedestrian Partners With With NZ’s Mi9 To Expand Commercial Offering
Pedestrian Group has partnered with Nine subsidiary Mi9 New Zealand to offer NZ brands the opportunity to partner with the likes of Business Insider Australia, Pedestrian.tv and Gizmodo Australia. Next month, Mi9 New Zealand will be representing Pedestrian Group in the NZ market, offering clients the opportunity to work with leading youth publications including Lifehacker […]
triple J Hack’s Avani Dias To Work On Collaborative Four Corners Investigation
triple J's Avani Dias to work on a Four Corners investigation which will no doubt be depressing judging by Four Corners.
ACCC Admits It Doesn’t Penalise Influencers For Breaking Sponsored Content Rule
ACCC set to keep a keener eye on influencers, as Rod Sims reveals pearly whites thanks to Kendall Jenner whitening pen.
“An Inflection Point”: News Corp CEO On What The ACCC’s News Payment Code Means For Journalism
No one hates the tech giants quite like News Corp. So, expect plenty of the usual barbs, swipes, sprays & vitriol here.
Seven Announces Spotlight Investigations Team Covering Breaking News & Deep Dives
Seven unveils new 'Spotlight Investigations' team that B&T hopes will use a proton pack & Neutrino Wand to bust ghosts.
News Corp Earnings Slump 20%, As CV-19 And Local Assets Drag The Business Into The Red
Rupert sends threatening internal staff memo that he'll "release the monkeys", as News' numbers bleed red.
Thursday TV Wrap: Nine & Seven Thursday Night Footy Clash Sees AFL Come Out On Top
TV served-up the veritable footy feast last night. Or, if that didn't tickle your fancy, there were trains over at SBS.
Run, Don’t Walk! B&T Awards Entries Closing In Exactly One Week!
Hear that clock ticking? That's your one week warning for B&T Award entries. It'll be the steel drums next, we warn you.
VCNI To Launch SVOD Service Featuring ViacomCBS Content, Replaces 10 All Access
ViacomCBS Networks International (VCNI), a division of ViacomCBS, is launching a premium streaming service internationally, appealing to audiences of all ages. The new SVOD service will start its international roll-out early in 2021, offering exclusive premieres of all new SHOWTIME series, including Halo and American Rust. CBS All Access originals will also premiere exclusively on the new service, such […]
PubMatic Grows Team To 500, Set To Make Another 80 Hires In 2020
Much like the peacock's exotic plumage, this PubMatic news has its share of showing-off. Not that it's mating season.
“Buy A Hammer & F@ck Off!” ‘Chopper’ Read Reveals His Own “Karen From Bunnings” Ad
Let B&T end the week as we started it, with ANOTHER "Karen from Bunnings" story. Or, how we ended the week previous.
Optus ‘Yes’ Brand Mark Taken Into New Territory By FutureDeluxe
As part of a larger project to refine their brand with partner branding agency Re, Optus have engaged experimental creative studio FutureDeluxe to explore how the iconic ‘Yes’ brand mark behaves in a sophisticated 3D environment. FutureDeluxe have produced a series of 8x idents and a number of static key visuals which will be used […]
“Clean ‘Em Out!” Political Candidate Threatens Rivals With A Colonoscopy In Oddball Ad For US Elections
With the US presidential elections a mere three months away, B&T's just going to sit back & watch the lunacy flood in.
Nike & Wieden+Kennedy Unveil First Work For Liverpool FC
Liverpool has given us many great things, including The Beatles, head butts & football hooliganism. Now comes this ad.
Women In Print Starts New Chapter & Finds New Home
For some reason B&T's illustrated this Women In Print story with a computer screen. Yes, an investigation is underway.
Emotive Partners With YouTube And The United Nations
Creative agency, Emotive, and Good Oil Films, is partnering with YouTube and the United Nations to raise awareness around the importance of quality education, which forms part of the UN’s Global Goals for sustainable development.
HWBK Retains Seven Miles & Secures Campaign Work With Marine Stewardship Council
As this photo proves, gone are the days when it was shorties to the front, tallies to the back & polkadots were a no-no.
Grill’d Launches 100% Natural Campaign
Hungry Jacks may claim its "burgers are better", but Grill'd can most certainly claim its are four times more expensive.
LinkedIn Perfectly Captures The Realities Of WFH In New Spot
Sadly, new campaign doesn't answer why people look far more attractive in their LinkedIn photo than in real life.
Zuckerberg: Regulating Targeted Ads Will Hurt Small Businesses
Zuckerberg slams regulators and issues terse warning to whomever's using his squeezable mayonnaise in the staff fridge.
Televised Church Service Catches The Full Fury Of The Beirut Explosion
Arguably, church is one place you'd want to be during a massive explosion. But as this proves, a bank vault's better.
Trump Interviews Trump In A Hilarious Mashup Of His Car-Crash TV Interview With Aussie Journo
It's not often you hear "leader of free world" & "comedic genius" in the same sentence, such is the Trump presidency.
