Roger Case

Submitted By Xueqing-Liang
Words: 500
Pages: 2
Open Document
Roger Case study

Q#1
In general, the industry goes to digital age, requires telecommunication companies provide advanced and friendly digital services to acquire and retain customers, include GSM, HSPA, wireless spectrum, more bandwidth wireless data service, HDTV, VOD, IPTV, etc., which means Roger must pay more for these related equipment, permit, copyright, and make more budget on market promotion. The highly costs lead negative effects on the financial report. In this background, Roger should not only find a financial balance between costs and revenue, but also pay highly attention on satisfying customers’ needs, provide advanced services with reasonable prices, because in telecom industry, customer is always the king.
Q#2
Till 2009, Roger has the largest market share in wireless service (which is 37% compares with Bell 30% and Telus 28%) and highest ARPU ($63.59 compares with Bell $51.7 and Telus $58). Even Roger achieves a leading position in wireless service, its market performance on wireline service still need to be improved. Roger has the least market share in wireline compared with Bell, Telus and Shaw. However, it is reasonable to believe Roger has the potential to overturn its disadvantage. In 2009, Rogers’ Internet ARPU was $40.20, up approximately 6% from $37.82 in 2008; and television ARPU increased nearly 70% from $60.47 to $64.61.
Based on the income statement, Bell is the most profitable company in the industry due to its huge revenue ($13,840 million) in wireline service, which is almost twice as Telus and three times as Roger. Meanwhile, Roger makes most revenue ($6654 million) from wireless service, and its net income is just slightly off Bells due to its cost control. Roger’s operating expense is $9,163 million, much less than Bells’ $1,630 million.
Q#3
In the past, Rogers did several successful investments, such as bought out AT&T’s ownership stake and then purchased Microcell to become Canada’s largest wireless carrier in 2004; purchased nearly $1 billion
Show More

Related Documents: Roger Case

Essay on Customer Service

THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun, CSP, CPAE Speaker Hall of Fame Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms, bad news spreads rather quickly. Don't think for a moment that your poor performance in servicing your client goes unnoticed. Not only…

Words 1488 - Pages 6

Customer Service Essay

Customer Service What is customer service? Customer service is the service provided to customers before, during and after purchasing and using goods and services. Handling a crisis Keep calm and do not get angry Do not make any rash decisions If the problem cannot be solved by you, ask someone else instead of giving the customer wrong information How to solve a problem Keep calm Remember your training If that does not work try to remember if you had any past experiences that were similar…

Words 336 - Pages 2

Customer Service Essay

Customer Service in the Hospitality Industry Brandie Pino Le Cordon Bleu July 14, 2013 Instructor Ruth Smith Customer Service in the Hospitality Industry Many people experience customer service within the hospitality industry daily. People will encounter both negative and positive experiences while dining out with family and friends, or on a business trip staying at a hotel. When pursuing a career in the hospitality industry, it is up to us to take every negative experience that we encounter…

Words 586 - Pages 3

Customer Service. Essay

January 15, 2013 English 1102 I have been working as a customer service representative at for the past four years. I have had a great experience working with diverse, well-mannered and intellectual customers; but occasionally there are some people that tend to be rude, disrespectful and despondent which sometimes makes it hard to do my job correctly. Working as a customer service representative for such a long time has taught me many life lessons. It has taught me that life is about learning…

Words 971 - Pages 4

customer service Essay

Customer Service I thought this simulation was actually really hard to get the desirable outcome. At the beginning I don’t know if I really would have the outgoing personality to tell the customer who was giving the clerk a hard time that she is just doing her job and basically to leave. I personally would have most likely just bit my tongue and waited. The clerk seemed to be pretty set in her ways and was rude. It was good though because it made you think of how to figure out a solution…

Words 352 - Pages 2

Customer Service Essay

Customer service Customer service should always be one of the biggest priorities of any establishment. In a world now dominated by social media, one bad review can easily be shown to thousands of people. On occasions, no matter how well a guest is looked after, it takes just one bad experience and they will spread the word far and wide. This is known as the pyramid effect. I'm sure many of you have been to an establishment before and had bad service and you've properly told many people over…

Words 972 - Pages 4

Customer Service Essay

Customer service Q&A Submission details |Candidate’s name | |Phone no. | | |Assessor’s name | |Phone no. | | |Assessment site | | |Assessment date/s |…

Words 854 - Pages 4

Customer Service Essay

Waiting Times Influence Our Dinning Experience Customer Service has decreased in the last decade. Many factors influence customer satisfaction. In the restaurant business, waiting time is an important factor. Short waiting times result in high customer satisfaction. On the other hand, when a restaurant lets customers wait a long time before they get the service, customers will be dissatisfied. For example, in some restaurants, when customers arrive, at the beginning, the host will ask them to…

Words 389 - Pages 2

Customer Service Essay

Customer service is the heart of any and every business. Without good customer service a company will lose customers and spend more to gain new ones. The cost to provide outstanding customer service far outweighs the cost to replace a customer. I chose to do my customer service study on a local Target store. I have frequented this store many times and have been more content with Target than their competitors. I find several things about Target to be positive experiences. The store is always clean…

Words 341 - Pages 2

Customer Service: Providing Value-Added Service to Customers Essay

CUSTOMER SERVICES ASSIGNMENT#1 MYSTERY SHOPPERS SUBMITTED BY: SUMAIYA SAYEM STUDENT NO: 822447267 DATE: September 19, 2013 Customer services acts as a bridge between a customer and the company. Being a customer, I would always expect a delighted service and less effort to put in order to meet my need. A customer service plays a crucial role in making loyal and returning customers. This specific assignment would be a great tool to measure the importance of customer service…

Words 697 - Pages 3