Creating the Ultimate Customer Experience
- May 24, 2019 2:55 pm GMT
This item is part of the Utility Customer Care - Spring 2019, click here for more
Customer expectations and demands are rapidly changing—customers expect every interaction they have to be as good as if not better than their most recent experience. When an energy or utility customer pays their bill, they expect the same experience and level of personalization that they had purchasing a new product on Amazon or Target. An experience that is often authentic, intuitive, easy-to-use and mobile.
As digital and technology trends continue to progress and evolve, future customers will form relationships with energy providers based on the experience they provide, not just the products or services they offer. To stay competitive, energy providers must take a forward-thinking customer experience (CX) approach to their digital services and products. We know that keeping up with the Amazons, Targets and Zappos of the world is easier said than done. Remember: CX is a marathon, not a sprint.
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