Across the US, utility companies are revamping their communication strategies and implementing tools to manage and track customer experience. Why? To keep up with consumers’ increasing expectations and to find more efficient ways of providing service. This is especially important when dealing with customer problems, including outages.
“Optimizing the ‘customer experience’ is no longer just a focus for destination resorts or retail stores. Strengthening customer engagement is essential for utility and energy companies today as customers increasingly demand and expect quick access to up-to-date information. In today’s `real-time’ communications age, poor customer service can produce immediate and long-lasting negative repercussions.”
The MSR Group works with utility companies to provide insight into how well they’re managing customer interactions in all types of situations. Used effectively, customer feedback is a powerful tool for improving your processes and reducing customer problems.