By deeply understanding the customer journey and leveraging technological innovations, utilities are not only meeting but exceeding the expectations of today's consumers. Theirs is a holistic approach that encompasses the entire customer lifecycle. This paradigm shift is perfectly translated into those strategies that have proven more effective than others for companies in the utility sector. Let's look at them one by one.
The first of the customer strategies in utilities that we bi lists want to talk about is the simplification, automation and personalization of the onboarding processes. It is a strategy that serves to convey a positive first impression, improve the initial contact with the customer, define realistic expectations and lay the foundation for a long-term relationship.
Proactive communication. A second strategy, now absolutely essential, is the one that focuses on the knowledge provided to customers, who must be informed in a timely and complete manner about service updates, maintenance programs and potential interruptions through timely alerts and messages. Proactive communication reduces costs , creates trust, reduces uncertainty and demonstrates the company's desire for transparency.
Smart Metering and Data Accessibility. Implementing smart metering and metering solutions not only provides real-time data on service usage but also increases customer awareness, promotes responsible consumption, and improves overall engagement.
Digital self-service options. Mobile apps, online portals, intuitive mini-sites are tools that are highly appreciated by digitally literate customers, who can manage their accounts, monitor consumption and make payments independently, without having to contact customer service.