Evolving customer expectations and increasing competitive, regulatory, and stakeholder pressures in the energy industry have created a shift towards increased consideration of and enhanced engagement with customers. Effective customer engagement can have a substantial impact on utility companies, driving higher customer satisfaction levels, improving brand perception and trust, increasing customer participation in clean energy programs, and enabling more informed utility decision-making.
Customized Customer Engagement Capabilities
Successful customer engagement requires a robust and refined understanding of your customer segments, their specific needs and interactions with your utility, and your company’s underlying service delivery capabilities. ScottMadden can advise on the collective and individual components of utilities’ customer strategy to help you accomplish your customer energy goals.
- Customer Programs: We support the design, development, and implementation of customer programs, including assessment and optimization, to ensure an effectively tailored and shared utility-customer value proposition.
- Customer Service: We help utilities establish leading customer service capabilities and additionally, support utilities to proactively communicate with customers, provide self-service options, and offer assistance through various channels to improve the overall customer experience.
- Digital Experience: We advise and support data and technology initiatives to promote customer adoption, enhance customer relationship management, and enable a seamless omnichannel user experience.
- Customer Segmentation: We help utilities segment customers based on characteristics, needs, preferences and behaviors to unlock business insights, tailor customer program marketing, and customize the customer experience.
- Customer Journey Mapping: We help identify key customer experiences with your utility – from first interaction to ongoing engagement – to better understand the goals, motivations, and pain points at each touchpoint along their journey.
- Voice-of-the-Customer: We specialize in crafting Voice-of-the-Customer (VoC) surveys, a pivotal tool in discerning customer perceptions and expectations. Our approach is not just about asking questions; it is about delving into what your customers genuinely think and expect from your services.
