Nowadays, utility companies must proactively engage their customers by moving forward to a customer-focused business model. Modern customer engagement has become a more proactive process for utilities. Utilities need to learn how to get the most out of their strategic investments.
According to Navigant Research, the investments of utility companies in customer engagement solutions are going to grow from $636 million in 2016 to $774 million in 2022, at a compound annual growth rate of 3.3%.
Primarily this is due to the fact that customers behavior has changed in the last couple of years. Customers are now more proactive and expect more insights into their energy usage. They not only want to receive energy and water services, but are also interested in understanding their energy and/or water consumption, reduce the bill size and help the environment.
At the same time, utility companies want to engage existing customers loyalty and increase customer base by offering high quality services and products for the lowest price. A few years ago customer engagement meant trying to send every month an energy and/or water bill in time to their customers, deal with customers complains about planned shut downs or power outages and trying to offer a useful and professional customer support. Today, utility companies try out different solutions to engage customers through multiple communication channels — and for multiple purposes.
At Ecodocx, we did a research and selected five useful tips on how to get the most out of customer engagement for our subscribers from utility sector. The “Digital Utility: Five useful tips for getting the most out of customer engagement” brochure is available for free. Simply fill out the form on the right side of the page and we’ll send the brochure directly to your inbox.