the value of loyal customers
Changing energy suppliers has become an everyday occurrence in the energy sector. This is often due to either short-term price advantages or unsatisfactory customer experience. The high volatility caused by customers leaving weakens the market position of, and introduces higher costs to, a business. This leads to a cycle which ultimately results in even less market competitiveness. Therefore, building customer loyalty is critical, and this can only be achieved through exceptional service which exceeds the expectations of your customers.
the puzzle of customer expectations
But how can you be certain that you know what your customers expect? Although cheaper prices and/or sustainability are important for some customers, many more expect simple, easy to use, modern, and reliable service. When service is not customer-oriented, then there is a risk of losing not only the individual customer, but also the multiplier-effect of all the people they come into contact with who hear the stories of your poor service. The challenge therefore is to identify the diverse expectations of various target groups and to act in accordance with these requirements…and this is where we can help.
our solution: feedback flow
With the help of KPI-based questions we help to identify the expectations of customers which influence their satisfaction levels at various contact points throughout the customer journey. To achieve this we ask your customers to rate their experience from 0-10 and to provide reasons for their rating.
The Feedback Flow: The regular and consistent measurement of customer satisfaction at key touchpoints along the customer journey to quickly respond to changes and continuously enhance customer loyalty.
This method offers the following benefits:
- Easy integration in pre-existing data analysis systems
- Intuitive use for high levels of acceptance and participation
- Regular feedback cycles for continuous identification of optimisation opportunities
- Ability to easily compare different touchpoints as well as trends over time
- The development of a customer-centric mindset and the strengthening of the business strategy
