The importance of providing a good customer experience is one of those things that all businesses know. But until you see a stat like this one from American experience management company Qualtrics, it’s hard to grasp just how important it really is: “Nearly 90% of consumers who give a company a ‘very good’ customer experience rating are likely to trust a company to take care of their needs.”
Treating customers as if they were an invaluable asset is at the core of providing a good service experience. As more options come available in the utility marketplace, this mindset is essential for those utilities who wish to both add new customers and retain those they currently have. Here are three steps utilities can take to prioritize those relationships and treat customers like assets.
When it comes to the experiences of your customers, one size does not fit all. Customers are likely to have different needs, consume different products and at different times, and make payments using different methods. Showing how much they value and respect them, utilities will be delivering personalized service that’s bespoke to the customer.
This sort of commitment shouldn’t imply that you have to stretch your employees or resources thin. Rather, it means that you provide options. Instead of just having an online payment portal, for example, you take credit cards over the phone for those lacking Internet access. This same tactic can be used for content creation. Utilities delivering custom newsletters or emails with tips around product consumption during peak periods like holidays.
Before you can personalize those experiences, you’ll need to investigate who your customers are and how they use your product. The first step is to analyze existing data. Scan for the usual peak usage periods, but keep your eyes peeled for any times that might surprise you. It’s also vital that you review where your customers are located and when they signed up for service. Helping to identify any geographic areas that have recently exploded in population.
Outside of the data at your fingertips, don’t be shy about surveying customers on their wants and needs. Customers usually won’t mind answering a brief survey online or over the phone. Provided they feel their answers will be acknowledged and make a difference.
No matter how well-run your utility is, it’s inevitable that customers will occasionally have problems. What really matters, and what indicates that you’re committed to treating customers as an asset, is to solve those problems. A dedication to customer service and providing an optimal customer experience can help your business grow by as much as nearly 10% in revenue above the market.
While some think of field service management software just as a way to better operate the business, a well-rounded solution like what EnSight+ offers can help utilities treat their customers as assets. Our platform encourages communication, enhances scheduling and route planning, and improves first-time fix rates. To learn how we can help you better serve your customers, book a demo today.
All monitored by you, in real time. Are you ready to take control?