Usage-based billing seemed like a good idea at the time, but the idea needs a little more study, new Shaw Communications (NYSE: SJR) CEO Brad Shaw said in a Q&A session with Canadian Business Online.
"We have ... 5 percent of our customers at peak times using 40 percent of the network. When you have 95 percent trying to use the remaining 60 percent, well, your experience is not going to be as good as we want," Shaw said. Still, the operator is holding back to make sure "customers have a good grasp of the activity happening out there. We want their input and understanding," he added.
Shaw has also sought a deeper understanding of the wireless business before jumping in with both feet. The leap, though, is coming.
"We'll launch our first market in the beginning of 2012," he said. "We realize it's a new business for us, no matter how much we think we know the customer."
- see this story
Jim Shaw leaving Shaw Communications' top spot early
Getting customers I: Shaw turns to a la carte
Shaw greets OTT with per-gig overcharges