How New Digital Customer Service Metrics Could Boost Utility Earnings

By [email protected] Last month, I argued that the length of time customers spend interacting with their utility company is not — on its own — a sufficient measure of “customer engagement.” Customers care more about getting things done than they do about minutes of mindshare. If utilities can help their customers accomplish their goals in less time, they can also encourage the customer to become more engaged in energy decision-making and improve overall satisfaction with their service.

In this column, I’d like to take that argument a few steps further by addressing two questions. First, if minutes of interaction isn’t the “right” metric

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