Utilities are in the spotlight. Competition and regulatory pressures are increasing all the time.
Annual customer satisfaction surveys, such as the the 2017 Which? survey, show that the newer entrants to these markets are differentiating themselves on the quality of their customer service. The companies that supply first-class service are coming out on top.
With this increase in competition, every customer conversation in every area of the organisation makes a difference.
Success stories in utilities
Sales through Service
A leading provider of energy and home services, under heavy competitive pressure, needed to improve the sales performance of its B2B sales teams. They wanted a clear understanding of ‘what good looks like’ in sales conversations in order to improve both new sales and customer retention. Working closely with their management team, we created a customer experience framework focused on the customer’s agenda. The framework is used to improve the quality and outcomes of sales calls and has been built into their induction programmes.
A large energy company approached us with the challenge to help them become the number one organisation for customer satisfaction in the UK utilities industry. We designed a programme to improve the quality of service at first point of contact, differentiate their service to help consolidate brand loyalty, and improve employee engagement.
To date, this programme has delivered a 23% increase in customer satisfaction and a 25% increase in enquiries resolved at first point of contact.