by Richard Nehrboss | Dec 13, 2017 | Customer Experience Management, Research Methodology, Utilities
Not long ago, the utility industry was doing a poor job relating to its customers as just that, customers. Reduced to impersonal references such as a “load,” “meter” or “ratepayer,” customers felt little positive connection to the utilities they paid handsomely to...
by Richard Nehrboss | Oct 18, 2017 | Customer Experience Management, Financial Services
All channels need to be accessible, reliable and satisfy the customers’ needs. There is no baseline determination of what constitutes optimum customer engagement. For example, what may be a best-case-scenario for, say, Prudential may well be a worst one for...
