In a move that almost seemed like something out of a reality TV show, Rogers Communications CEO Guy Laurence said he took a trip into the trenches with his workers.
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According to a story in the Hollywood Reporter, Laurence took the action to "investigate persistent claims of poor customer service."
"I also went out dressed as a field technician and actually spent time with customers, seeing their needs for myself as well," Laurence, who took over as CEO in December 2013, reportedly told an investor. "I've got a good picture of where we stand versus what customer expectations are."
How the company is running has been a priority for Laurence, who told analysts on an earnings conference call that he spent 24 days visiting the service provider's 12 biggest markets.
"I have held deep dives business reviews with every functional leader in the company and their respective teams," he said on the call. "I have also met with a huge number of stakeholders including customers, regulators and other government officials as well as suppliers and the technology partners."
He said he also spent a fortnight interviewing board members and more than 59 senior managers.
"I have also asked the staff what they thought and nearly two and a half thousands of them have contributed their views on how we should take the company forward," Laurence added. "There is no question in my mind that we have meaningful opportunities to put our customer's needs more front-end centered in everything we do to deliver a better and more consistent experience. We've also strengthened our value proposition and our brand differentiation and we have the opportunity to best rely and focus our investments in key areas to help reaccelerate our growth."
For more:
- the Hollywood Reporter has this story
- see this earnings call transcript
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