A light in the dark: how utility providers can increase customer retention

The energy industry is changing. Today, more than half of the United States offers some sort of deregulated energy, be it electricity, gas, or both. With more than 228 million Americans having the power to choose where their energy comes from, providers need to do all they can to stay competitive and reduce customer churn.

Based on trends in the market space, it’s become clear that understanding customer acquisition and retention will define how energy suppliers keep the lights on. But how do suppliers achieve this while still controlling costs and remaining profitable?

In this whitepaper, we’ll discuss how to:

• - Integrate more effective customer experience strategies to prevent churn
• - Better understand customers to move beyond a transactional business model
• - Deliver amazing service with a lower cost of ownership
• - Use virtual-first technology to provide 24/7/365 service