Most companies aspire to put the customer at the heart of everything they do – they know that customer centricity isn’t a ‘nice to have’ but an essential for sustainable growth. Some brands are now being recognised as leaders in delivering an outstanding customer experience – John Lewis, First Direct, Lush, Amazon, Premier Inn are amongst those cited for great service and customer focus.
At the other end of the scale energy and utility companies are bywords for poor service. Research by ‘Which?’ in September 2015 found energy and telecoms firms to be the worst for service, and this is something supported by GfK’s data.
However hope is not lost for energy suppliers, as we explain that by adding memorability, you can build more durable relationships. and we offer some thoughts on how to build sustainable customer relationships.
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