Mr. Laurence’s job #1? Improve Rogers’ customer service, says report

TORONTO – Reducing churn through much-improved customer service should be the top priority for newly minted Rogers Communications CEO Guy Laurence, according to a recent analysts report circulated on Bay Street.“We believe improving customer service is an important strategic priority at Rogers, perhaps the most important priority,” wrote BMO Capital Markets telecom and media analyst Tim Casey. “Among the national wireless incumbents, Rogers’ operating metrics have been underwhelming. Specifically, it has the highest churn rates and a declining ARPU profile. Combined, they translate to deteriorating customer lifetime revenues and value at Rogers. We expect new CEO Guy Laurence will have...