Telstra 2013 Annual Report Download - page 12

Our strategy will continue to evolve as we
work hard to improve customer service
and simplify and grow the business.
While we are starting to see promising
results from our focus on improving
customer satisfaction, there is a great
deal more to be done. In the year ahead,
we will continue to focus on our journey
towards building a culture of customer
advocacy, implement further customer
service initiatives and continue to invest
in our networks to deliver a differentiated
and quality customer service experience
for all of our customers.
We will continue to use our network
leadership, product innovation and
capabilities to retain and grow our
customer base. Our device range will
expand and in the coming months we will
be launching shared data plans which will
enable our customers to pool wireless
data allowances across multiple devices
on a single bill.
As the NBN rolls out to more communities
around Australia, we will be focused on
bringing customers the benefits of Telstra
services on the NBN. Having local teams
working in communities across Australia
is a competitive advantage and where
we do not have a local presence, we have
introduced mobile stores on wheels to
help inform and connect our customers.
We will continue to simplify the business
to reduce our cost base. This will
involve further process and systems
improvements, empowering our people
to make positive change across the
business. We will continue to invest in
our online service capabilities to provide
customers with a simple and intuitive way
to do business with us online.
Like other strong Australian companies
we have aspirations to grow into the Asia
region. For Telstra this means leveraging
our core network capabilities in Asia and
building our NAS business in the region.
We also need to do this as we support the
growth of our enterprise customers in the
region and will base additional resources
and employees in the region.
While we have a number of important
assets in our media portfolio, we are
facing challenges at Sensis. Sensis is
a changing business and is challenged
by the transition from its previous print
based business model to the new digital
model. It is a completely new business
model that requires greater agility and
efficiency to compete. As the business
continues to change, we will continue to
review all aspects of its operations, to
make sure we have the right resources
in the right areas, so we can meet our
customers’ needs.
Additional information on our future
outlook can be found in the Chairman
and CEO Message on page 4.
STRATEGY AND
PERFORMANCE
FUTURE OUTLOOK
10 Telstra Annual Report 2013