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The obvious answer is that it's been tested to result in fewer cancellations. The optimization is for short term profit, not for customer experience. If you c

• SN76477 4y ago
  This is the correct answer. In the book I am going through now, which is by one of those high performing sales centric CEO's who makes a fuck load of money, says new customers are the goal. Not retention, not customer service, not the customer experience. Then he proceeds to order them by priority. It is backwards, I do not think this way. Yet, the modern successful business does.
  • version_five 4y ago
    Roger's isnt really a business, it's part of an oligopoly and more like a government utility. They do focus on churning customers from their identical "competitors", but a big part of their model is making it as hard as possible to cancel. Normal business rules don't apply, it's basically government rent seeking and doing as little for customers as possible while charging them as much as possible. The Canadian telecom industry bears no resemblance to "business".
    • walrus01 4y ago
      a fascinating thing to learn in canada, as someone who works in the telecom industry, is that the vast majority of non-industry consumers have absolutely no idea who really owns the various MVNO/flanker brands like chatr, fido, koodoo, public mobile etc which all run on the networks of Bell, Telus, Rogers. the ordinary consumer really does believe these are separate networks.
      • wodenokoto 4y ago
        In Denmark MVNO use the name of their network provider heavily in their marketing effort. “The same great coverage as TDC because we use their network, but you only pay xx DKK” kind of thing is quite common.
        • zinekeller 4y ago
          I think I can get what you're saying, but unlike in the EU where true MNVOs exists (which are independent of the backbone carrier and can switch to a different one for a lot of reasons), in Canada they are effectively subbrands of the same carriers. For example, Fido (https://www.fido.ca/ https://www.fido.ca/) is owned by Rogers (the same company the OP is asking about) and Koodo (https://www.koodomobile.com/en https://www.koodomobile.com/en) is owned by Telus but the carriers are "shy" to show that these MNVOs are ultimately owned by the same carriers they want to leave from (try to poke their websites and you'll be hard-press to find that they're subbrands).
          • jsmith45 4y ago
            There is one relatively easy way, but it is also one that is non-obvious. If you click the careers button it takes you to the careers page of the parent company, since they don't want to bother creating a separate careers service for the sub-brand to fully maintain the ruse.
            • zinekeller 4y ago
              Or even read their privacy policy, but I'm assuming that a normal, non-techie user who doesn't know anything about MVNOs won't bother to comb through their contract or T&Cs.
• walrus01 4y ago
  > If you care about customer experience, talk to the government, not businesses As if the CRTC doesn't meet the absolute economics 101 textbook definition of Regulatory Capture. If the Canadian federal government had any intention of applying actual consumer-friendly policies with teeth to the telecom industry, they wouldn't be letting Shaw and Rogers merge. But they almost certainly will. In Canada this is not a (L) or (C) political problem, both parties have been equally bad in the last 25 years letting telecom companies with billions of dollars market cap do basically whatever the hell they wanted. Under Chretien, Martin, Harper, and Trudeau. It's more a problem of the wealthy throwing their weight around in Canadian business influence over the government policies generally.
• whalesalad 4y ago
  > If you care about customer experience, talk to the government, not businesses so much irony in this statement
  • yeuxardents 4y ago
    Likely because this is a Canadian company, though I have no experience with Canadian government services myself, but I would agree with you, being in the US. This statement, applied to the US is laughably hilarious in most of the country.
• teeray 4y ago
  A few times when calling to either cancel something or file a claim on some protection plan, I’ve set a stopwatch the instant the hold music begins. Lo and behold, the line starts ringing to connect on the 30 minute mark, or some other extremely suspicious round number. I’m convinced some MBA found that some desirable percentage give up after so many minutes on hold, so they made the hold period mandatory.
• joegahona 4y ago
  Yes. Put a different way: Friction always reduces conversion. The "conversion" in this case is cancellation. Hence, friction reduces cancellation.