Did you know that according to a study from Adobe and Forrester Consulting, customer-focused companies increase their revenue 1.4 times faster than non-customer-focused companies?

In fact, even utility providers who traditionally have no market competition can still boost their profitability by providing an excellent customer experience (CX) and world-class customer engagement. 

On our blog here at SilverBlaze, we discuss many of the benefits of a utility customer portal and how it can transform your customer satisfaction levels by increasing customer engagement, improving personalization and helping build a superior customer experience.

Did you know that a utility customer portal designed specifically for the utility industry can also significantly improve how you internally manage your website?

Traditionally, utility providers haven’t been known for providing an amazing customer experience (CX). With customers typically having no choice in which company they use, utilities in the past haven’t seen the value in prioritizing customer satisfaction or experience.

However, as customers come to expect improved experiences, greater personalization and seamless customer support with all of the organizations they deal with, utility providers are increasingly seeing the customer experience as an opportunity to delight their customers.

Changes and advancements in technology are transforming how organizations operate in all industries. New tools give companies profound insights into data, access to new internal efficiencies, more personalized customer service opportunities and a huge number of other benefits.

The topic of customer experience has become top-of-mind in the business world today, with consumers demanding more from the organizations than they have ever done before.This demand for superior customer experiences is providing a huge opportunity for utility providers to improve how they engage their customers. 

Like most industries, the utility landscape is undergoing some changes, and so are the customer expectations. The impact of the pandemic only amplified these expectations; customers want seamless customer experiences, personalization, frictionless customer service, better interactions and self-service options. This presents a huge opportunity for utility providers. 

In response to the threat of climate change and its potential economic impacts, the New York State Public Service Commision - which is responsible for regulating the state’s utilities - is calling on utility providers in New York to disclose the financial risks they face due to climate change. 

The customer experience (CX) and improving customer engagement is  a primary focus for utilities in 2021, and will be for many years to come. Did you know, however, that one of the best ways to improve utility CX is by offering eBilling solutions to your customer? 

Following last year’s tropical storm, Isaias, that left customers across the east coast of the US without power (which we covered in our blog ‘The Importance of Customer Communication During Power Outages), a group of officials in the state of New York have released 42 recommendations on how utility companies can improve their storm response.

Companies operating in the utility industry face challenges on a wide range of fronts. Customer service and the customer experience (CX) has rapidly moved to the top of that list, with today’s customers demanding more from their utility providers than they have ever before, in large part due to the pandemic.