Telstra tweaks its strategy

Telstra has tweaked its strategy as its readies itself for a post-NBN world. The previous strategy, which had been in place since 2010, focused on four keys areas: improving customer satisfaction, growing the customer base, simplifying the business, and 'building new growth businesses'. It’s largely been successful. For example, 3.8m mobile customers have been added since 2010. The new strategy is meant to build on this success. With customer satisfaction up, Telstra now plans to make the most of these happy customers by focusing on 'customer advocacy' – the rate at which they extol its virtues to others. Customer advocacy...

Telstra has tweaked its strategy as its readies itself for a post-NBN world. The previous strategy, which had been in place since 2010, focused on four keys areas: improving customer satisfaction, growing the customer base, simplifying the business, and 'building new growth businesses'. It’s largely been successful. For example, 3.8m mobile customers have been added since 2010.

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