The reality of customer experience
It is widely agreed that customer experience is playing an ever-increasing role in the acquisition and retention of customers. However, many energy companies fall into the trap of looking “out” at customers from an internal, process-based perspective, whereas their customers perceive the organization from the outside looking in. This often leads to a misalignment, whereby what we think is good customer experience does not actually match the customer’s requirements or expectations.
How can we help?
plenum supports energy companies to ensure that they are accurately perceiving the real-life experience of their customers and to identify strengths, weaknesses and opportunities for customer service differentiation. Through our customer experience model, supported by our customer journey mapping tools, we deliver transparency on customer interactions and how they can lead to positive perceptions of your organisation, building a sustainable approach to improving customer experience and adapting to changing customer expectations.