The New Rules for Customer Care
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- Sep 15, 2018 7:10 pm GMTSep 15, 2018 7:10 pm GMT
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As utilities strive to stay ahead of market trends and customer demands, customer care is more important than ever. But utilities can’t rely on the same old strategies to keep customers happy. Due to evolving customer expectations, advanced technological solutions, and new tools for more effectively deploying agents, the rules have changed.
Consumers doing business in the retail market are increasingly exposed to “radical customer care” from companies like Nordstrom, Zappos, and others who understand that the path to success rests on a firm foundation of positive customer experiences. Many have developed an expectation that any customer service environment, including within their utilities, should operate based on the same philosophy.