Leading utilities are selectively enriching the customer experience at critical points in the customer lifecycle — delivering a higher level of service at the moments customers care about most.
A more nuanced approach to customer engagement prioritizes quality over quantity. Rather than blasting homes and businesses with wave after wave of generic communications, leading utilities are selectively enriching the customer experience at critical points in the customer lifecycle — delivering a higher level of service at the moments customers care about most. We call these the Moments that Matter. And in a new white paper, we explain why they represent utilities' best opportunity to drive their most important business outcomes, from improved customer satisfaction, to lower cost to serve, to greater cross-promotion of new services. The moments — 12 in all — are based on deep, cross-disciplinary research from Opower's Consumer Insights team, including in-depth interviews with utility CCOs, call center data from 15 utilities, and survey data from more than 7,000 customers in seven countries. The end result: a framework that distills the concept of customer engagement into discrete, actionable investments that can unlock the value embedded within a utility’s customer base.
You can get the full scoop in our new white paper, which presents our findings from North America. You'll also find clear answers to a series of vital questions: