In late 2013, E.ON UK (one of Europe’s leading energy suppliers) was getting about 250,000 hits per week on its consumer-facing website. Three weeks later, they were getting 500,000 hits per week. Why the spike in web traffic?
Two words: customer engagement.
As part of an innovative program partnership with Opower, E.ON UK saw its customer engagement levels skyrocket in October after rolling out a digital "Saving Energy Toolkit" to its 5 million residential customers. Among other things, the Saving Energy Toolkit provides customers with analysis about their energy use, costs, and comparative usage patterns in their neighborhood.
The program allows customers to see how their energy use compares to other similar E.ON customers’ homes, understand their energy use patterns throughout the year, and view a breakdown of monthly energy costs. In the video interview below,
E.ON UK’s Sales and Marketing Director -- Anthony Ainsworth -- discusses why his company is making deep investments in customer engagement initiatives, and how digital initiatives like the Saving Energy Toolkit represent a highly cost-effective way to build trust and loyalty vis-à-vis energy consumers.