AS ENERGY SUPPLIERS INCREASE PRICES THEY LOOK TOWARD ENSURING CUSTOMER RETENTION

The Big Six energy suppliers hike their prices today following on from the government’s new price cap – an estimated increase of more than £1 billion to household energy bills across the country over a year.[1]

 

The consumer group Which? said the 10 million customers affected by this price change have been left “reeling” from this increase, looking to switch for the next best deal.[2]

 

To avoid losing customers and to re-assure them that they are getting good value for their money, energy suppliers are increasing their efforts to ensure customer satisfaction, according to Gero Decker, CEO of Signavio[3].

 

Gero Decker, CEO at Business Process Management company Signavio, comments: “Being customer-centric is so much more than providing good service. It requires a focused and insightful consumer experience, from the first customer point of contact through the signing up process and beyond. To achieve this oversight, attention needs to be drawn to the processes involved and how these can connect the dots across the customer journey.

 

“Mapping out the customer journey can provide unparalleled insight into the existing processes and where the highest levels of inefficiency exists – which may be inadvertently translating to the points where customer satisfaction is the lowest. For instance, if mapping out customer touch points reveals that it is taking longer than optimal for customers to track their monthly bills and payments, energy suppliers can identify the back-end processes associated with this and optimise them to increase visibility for their customers.
“To understand customer needs and the ideal customer journey, it is important to have a holistic view of the entire organisation and operations. It is not until the company processes are synchronised behind the scenes and aligned with the customer experience that an excellent service at every contact point of the customer journey is actually conceivable.”

 

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