Tim is a 30 year veteran of the software industry. He has built a number of European enterprise software businesses, always with a focus on deploying technology and expertise to support customer business outcomes. Propositions he has supported include data analytics/mining within market and social research, call centre customer experience management, web application performance management and enterprise portfolio management. In his current role, Tim leads a team advising on how customer communications can be deployed to accelerate the business objectives of enterprises through better management of customer experience.
Recent energy industry announcements, such as IKEA working with “Big Clean Switch” to provide cheaper 100% renewable energy to UK households, have reinforced the need for excellent customer communications.
To retain their customers, utility providers need to communicate effectively, with a comprehensive strategy which gets ahead of the problem before it grows out of control – for instance, by showing customers how much of their energy already comes from renewable sources. To achieve this, providers should be treating customers like the individuals they are, and not just as a customer reference number.
Updating your customers regularly with relevant information about topics such as your own plans to go green and other interesting news will also go a long way in building that personal link.
Taking the time to listen to your customers and provide them with the information they need when they want it could be the difference between them switching to another provider and staying with you.
To find out more and see how Quadient can help, visit the customer communications management section of our website.