Voice of the Customer Is Essential to Utility Customer Experience
- May 21, 2019 8:03 am GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
A facet of the electricity industry that surprises me most is the lack of engagement and awareness of the general public. Most take electricity—and the companies that provide it—for granted. Until the turn of the century, most utilities strived to minimize contact with customers as this was a measure of success; customers would only get in touch if there was an outage or billing inquiry. However, with rising energy costs, deregulation, increased regulatory pressure to improve customer service, and the decentralization of energy, there is significant pressure on utilities to improve customer engagement.
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