A 10-step guide to superior customer experience in energy retail
- May 21, 2019 7:40 am GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
What are the key ingredients to outstanding customer experience in energy supply? And what is the secret to turning clients into your loyal utility brand ambassadors?
Although technology is reshaping the industry at a fast pace and utilities are in the race to invest in more and revolutionary digital solutions, such as energy efficiency, EV and smart home apps, at present many energy suppliers are still struggling to maintain their market position and even reputation. Some energy companies are experiencing issues with their billing accuracy, due to the absence of advanced technological resources; others can’t win clients’ trust because of slow processes and the lack of tariffs transparency. However most utility organizations agree on one simple fact: they are unable to achieve continuous satisfactory levels in their customer services. As a result people are either switching away from these companies or complaining to the regulatory bodies.
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