27 Jun '11, 6pm

Why Happy Customers are Key for Utilities' Success

Why Happy Customers are Key for Utilities' Success

More and more utility companies, including those that operate in markets without customer choice, are waking up to the power of customer-centricity . Even regulated utilities with captive customers need to delight their customers to drive meaningful growth. That's because the primary source for growth is not in delivering undifferentiated electrons to captive customers, but in delivering innovative services that customers choose to opt in to (or out of). Many utility companies take comfort in the fact that a majority of their customers are "satisfied." But unpacking the details behind this seemingly reassuring data is essential, and requires examining the extreme ends of their customer satisfaction curve, not the middle. Here are two topics every forward-thinking utility executive should know how to tackle: Dissatisfied Customers: Which of our customers are extremely dissa...

Full article: http://www.greenbiz.com/blog/2011/06/27/why-happy-custome...

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