Customers are used to receiving a personalized and responsible service in their daily interactions with brands like Amazon and Netflix, which have fundamentally elevated what customers expect from all of their business relationships. It’s because of this that utility providers are putting more effort into improving the customer experience than ever before.

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The customer experience (CX) is the overall perception and feelings customers have towards your utility brand when they access your services. It embraces every interaction your customer has with your utility, whether it be resolving an issue, changing their contact information or receiving usage alerts. 

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Utility customer satisfaction is a buzzword in the industry. Across North America, utilities are engaged in a race to see who can improve customer satisfaction and deliver the best customer experience.

Yet improving customer satisfaction is becoming increasingly difficult. As inflation takes its toll around the world and utility bills continue to rise, utility providers must do more than ever before to increase customer satisfaction metrics.

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Customers in 2022 are more environmentally-conscious than ever before, and are becoming increasingly more aware of electric vehicles, self-generated energy sources and the impact of climate change.

As a result, consumers are now demanding that their utility providers ‘up’ their environmental game by introducing new initiatives, enhanced customer engagement and processes that help both the customer and utility to become more environmentally friendly.

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Customer centric strategies and culture are all about creating world-class customer experiences and focusing your company’s efforts on truly delivering what your customers expect and need from your business.

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Winter is here, and for utility companies in northern locations that means snowstorms, icy roads, freezing temperatures, and high winds … all of which translate to a higher risk of service outages.  

When this happens, you can be sure that customers will want to report their outages to your utility and receive communication from your organization on when their service might be back up and running. 

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The customer experience is critical to the success of any company. It improves customer retention, increases engagement, and reduces complaints. It may even mean more money,  with people willing to pay 17 more percent to businesses that offer great customer service experiences. 

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If you’re a utility, then you should be looking to better understand your utility customer, so that you can improve the customer experience, enhance your own internal efficiencies and drive up utility customer satisfaction. But how? A utility customer portal can help you do just that. 

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There are two important components of successful utility customer service. The first is, of course, customer satisfaction while the second component is the internal efficiency of your customer service team.

There’s one customer service strategy that utility providers can use to help enhance both the customer experience and their own customer service efficiencies. Call deflection.

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 On-demand customer service has grown exponentially in the last few years, and it’s now a crucial aspect of the customer experience (for utility providers included). On-demand TV and movies are entrenched in the home entertainment industry, online shopping gives consumers the opportunity to purchase products whenever and wherever they are and smart devices connect us to our service providers 24 hours a day, seven days a week.

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