Do we have ‘Digital Engagement’ in our ‘Utility Customer Care Community’: why ‘Customer-Centricity’ is so important?
- May 16, 2019 1:44 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
By: Rahul Krishna Pandey, Karthika M
Perceiving modern utility consumer is tech-savvy and it’s constantly on the go. With the help of technology implemented in the community, service providers are expected to be up to date, if not more, when it comes to their utility experience. In order to keep up with today’s fast-paced society, it’s vital to utilize the technologies available to them such as mobiles/ wearable devices, so that they can stay relevant and have a lasting impression on their customers. Well, even though, the utility businesses strive their best to keep up their service applications as feasible and accessible as they can, at times, it fails to bring out a tangible solution based on what the customer exactly wants. Utilities stumble upon technical glitches and application errors, which is more common in any industry that leads to service gaps. The usual drawbacks are resources not being enough or customer representatives not spending much time to resolve customers’ issues. Whilst of all these, Process efficiency and Compatibility are just to be focused right now when it comes to the better customer experience.
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.