Today, customers are always expecting high-quality customer service offerings from all of the companies that they do business with. A superior customer experience (CX) is now crucial to customer satisfaction.
Research from McKinsey’s Journey Pulse survey in utilities shows that delivering stand-out moments that go above and beyond customers’ expectations can lead to dramatically higher satisfaction.
Yet, utilities typically lag behind other industries in creating these “wow” moments, with just 33 percent of utility customers experiencing one of these experiences in the past year as compared with 58 percent for airlines, for example.
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