Customer Corner: Monthly Digest of Insights Shared by Your Peers in the Energy Central Customer Care Group – August 18, 2022
- Aug 18, 2022 7:25 pm GMT
Welcome to the Customer Care Group roundup, Customer Corner. As always, your fellow group members are paying close attention to utility customer care trends and sharing their insights. This month’s selection includes information about helping customers with low incomes, the value of frictionless payment options, and more. Be sure to like and comment on your favorite posts. Happy reading!
Achieving Meaningful Energy Savings for Low-income Customers
Link to original article: https://energycentral.com/o/franklin-energy/achieving-meaningful-energy-savings-low-income-customers
Households with low incomes are in the greatest need of energy-saving programs, yet they commonly face the most barriers to accessing them. In this post, new Energy Central contributor Brody Vance, Multifamily Strategy Manager at Franklin Energy explains some of these barriers, including high upfront costs, lack of information, and home repair roadblocks. He suggests that utilities start now to make a concerted effort to target these households with robust efficiency services.
The Intersection of Payments and Customer Satisfaction: More Options Improve Experience
Utility customers have come to expect a frictionless payment experience based on the companies they do business with. Utilities that match this experience with things like a simplified payment process and paperless billing options are likely to improve customer satisfaction and loyalty. In this article, new Energy Central contributor Sara Faied, VP, Processing Transformation at InvoiceCloud points out that convenient self-service check-out options help customers pay on time which is a win-win for them and their utilities.
Big Tech Lessons From FinTech to Utilities
Link to original article: https://energycentral.com/c/cc/big-tech-lessons-fintech-utilities
In this piece Mark Wilkinson, SVP Products at Ibex Digital recounts a conversation between himself and colleague Jon Lunitz, who has written extensively about how Big Tech has influenced customer expectations in the financial and utility industries. The conversation includes insights into how both industries can use technology to improve customer relationships and better anticipate and meet customer needs.
Bust Out of Service Fatigue: The What, Where, Why and How Behind a Decline in Customer Service Excellence
The sense of not being able to please customers no matter how much you try is called service fatigue. Here, new Energy Central contributor Laurie Guest, Keynote Speaker at Guest Enterprises, Inc. explains what service fatigue is and how to combat it. She points out that this phenomenon can be the result of a number of factors and, if not addressed, can negatively impact the customer experience.
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