Earning Millennials’ Loyalty Means Offering the Right Options
- May 30, 2019 5:54 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
In the not-too-distant past, “options” and “paying utility bills” did not often appear in the same sentence. A bill arrived in the mail, and customers mailed it back with the required payment. A simple, static process for decades. The only options for customers, per se, were negative — you were either “on time” or “past due.”
But today, with paper becoming more obsolete with each billing cycle, method of payment choice is now a very real consideration – especially when trying to forge loyalty with Millennial customers. They have only known frictionless, custom-built interactions that cater to their lifestyles. Choice is a prerequisite expectation of any financial relationship they engage in, and utility companies that embrace and adapt to this new reality will position themselves to earn the trust of this emerging demographic.
No discussions yet. Start a discussion below.
Get Published - Build a Following
The Energy Central Power Industry Network is based on one core idea - power industry professionals helping each other and advancing the industry by sharing and learning from each other.
If you have an experience or insight to share or have learned something from a conference or seminar, your peers and colleagues on Energy Central want to hear about it. It's also easy to share a link to an article you've liked or an industry resource that you think would be helpful.