Modern utility providers need to think beyond uninterrupted supply because consumers expect much more. They want to go contactless, save up on their energy bills, and collaborate with sustainable providers. Not to mention, the growing competition in the industry makes it vital to stand apart. The industry is not the same after the pandemic. So you need a new approach to stay ahead of consumer expectations and competitors. The only way you can do it is by leveraging customer experience to create a winning advantage. Let us explain how you can attain a competitive advantage for your utility company in 2022 and beyond.
Prioritize customer convenience and safety
Extreme weather incidents are now increasingly common, making uninterrupted power supply more crucial than ever. Moreover, the WFH trend means consumers will expect the lights to be on at all times. Providers have to make real-time communication a part of their core offering. A system to provide real-time outage information through notifications and alerts gets you there. It shows the intention to prioritize convenience and safety for your customers.
Become an energy partner
The sustainability trend is growing, and consumers want to do their bit by reducing their carbon footprint. Taking your utility ahead of the curve is about supporting them with this mindset. You need to think beyond being a service provider and become an energy partner for them. Provide them with helpful insights on their usage data and ways to cut down their consumption. They will be happy to stick with companies that go the extra mile with sustainability.
Embrace digital transformation
Embracing digital transformation is no longer a choice for utility providers as it is the need of the hour. It enables you to step up your services and develop strong relationships through digital interactions. But technology planning is vital for utilities as you need to pick initiatives that make a real difference. For example, starting with digital billing is a great idea. Advanced metering infrastructure, digital customer support, and cybersecurity are other essential investments to make.
Step up on customer communication and support
Sending customers their monthly energy bills was once the only interaction utilities had with them. But modern consumers expect more information and transparency. The only way you can do it is by offering real-time communication and support. Be there when consumers need to connect and provide dependable support through qualified executives. Utilities must consider a two-way dialogue and seek feedback to improve their services and offerings.
Utilize customer data to understand them better
Knowing your customer is the mainstay of success in any industry, and utilities are not an exception. Modern providers must follow consumer data and utilize it to understand them better. It enables you to take a strategic and personalized approach to communication and support. You get better with customer experience, which boosts relationships and retention in the long run.
Getting a competitive advantage is the only way to make your utility business survive and thrive. Embrace these measures to stay a step ahead of consumer expectations and gain an edge over your competitors.