Annual report - About TELUS

Developing an Unbeatable Integrated Product Offering
We will deliver the most comprehensive integrated product offering in the marketplace to give
our customers enhanced choice and greater flexibility. Offering these bundles of IP, wireless,
data, voice and enhanced local services will help us meet individual needs and build loyalty
across our market.
Our local enhanced services continue to be marketed successfully. Approximately 55 per cent
of our consumer customers have at least one enhanced service and 24 per cent subscribe to
one of our existing bundle packages (TELUS No Limits or TELUS Value Bundles).
> Creating an Excellent Customer Experience
Our customers deserve and expect an exceptional experience at TELUS, one that creates
greater loyalty and high customer satisfaction. To help employees deliver that experience,
we’re focusing on process improvements and Web-enabling our processes to better serve
our customers on a more efficient basis. As well, we’re building Web channels to enhance
customer choice in selecting communications services.
TELUS Operator Services continues to be rated as a world-class organization and won a
Quality Award for excellence from the National Quality Institute. Operator Services now
receives 25 per cent of its business from non-traditional services and, last year, generated
$50 million in new revenue. It has also become the dominant wholesale provider of operator
services in Canada.
In 2000, we launched *Connect, our consumer loyalty program, to reward and retain highvalue
customers.
> Engaging the Hearts and Minds of our People
Engaging and involving our people will be critical to delivering our strategy. We’ll use a bottomup
approach to setting and working priorities and build greater understanding and commitment
from all levels of employees. Last year, we effectively engaged Operator Services’ employees
using a focused employee engagement approach. Employees became involved in running the
business by participating in setting priorities and determining strategies.
> 23
thousand service bundles, doubling our subscriptions
< consumer solutions
We’ve had great success in selling
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