Greg Guthridge

Customer-Care Tipping Point

Self-service is the key to reducing operational costs and providing customers with the interactive and mobile tools they want -- and increasingly that they expect.

Consumer preferences for interaction have reached a tipping point and energy providers now have a compelling opportunity to fundamentally re-design the traditional interaction mix. The cornerstone of the redesigned interaction mix is developing a dual customer relationship. Successful providers will be those that drive low-value transactions to lower-cost channels while creating capacity to focus on delivering value-added service for a small set of interactions.

Smart Coaching

Customers won’t join the team unless utilities make it worthwhile.

Are utilities ready to really engage customers, and get them to care about more than just whether the beer stays cold? Or will we turn our focus away from customers, because we don’t know how to engage them — or how to convert engagement into value?