How to create a seamless customer experience
Today, utility customers want to be able to optimize their energy bill, use the eco-friendly energy sources they want, and have the freedom to select the service provider of their preference. They also expect a seamless customer experience, just like they are used to from businesses like Amazon or Apple.
Key to delivering a consistently excellent customer experience is gaining a comprehensive understanding of the customer journey.
The customer journey
The customer journey encompasses all the interactions and touchpoints that a customer has with a utility over time. By gaining a deep understanding of this journey, you can effectively grasp the needs and expectations of your customers, identify pain points and areas of improvement, and foster tailored and seamless experiences that resonate with your customers.
Customer journey maps for a personalized approach
To offer a personalized approach, utility companies can categorize their customers and create customer journey maps for various processes, including customer onboarding and the introduction of new products or services.
Here are three examples:
Continue Reading
Transforming Energy Management in Utilities: how to put your customers in control
Discover 3 actionable strategies energy suppliers can implement to empower their customers and drive a paradigm shift in energy management.
Strategies for utilities: how to excel on the road to Net Zero
Learn how the road to Net Zero not only aligns with global environmental goals but also presents a unique opportunity for you to strengthen your market position.
Dynamic energy contracts – the future of energy pricing
Learn how utilities can empower their customers to adapt their consumption patterns. Discover 4 effective strategies for implementing dynamic contracts.