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TAGGED AS LARRY BALDACHIN

Rogers announces new direction to combat customer flight

Media | 05/23/2014 9:03 pm EDT

Rogers Communications Inc. on Friday released a “comprehensive” plan to overhaul its customer service and restructure its corporate hierarchy. CEO Guy Laurence, who took over the job in December, said in a Friday news release that under a new “multi-year plan” to improve customer loyalty, the business will be reorganized into enterprise- and consumer-focused arms, with the exception of its media unit, which remains intact. “We've neglected our customers, and we've let our legacy of growth and innovation slip,” Laurence said in the release....