Retail energy brands are uniquely placed to demonstrate customer experience as a key point of differentiation
Even in deregulated markets, the same pipes and cables carry the same gas and electricity regardless of the customer’s chosen energy supplier.
Competing on price is hard, whilst doing so on product is impossible.
Utilities are uniquely positioned to demonstrate customer experience as a point of differentiation.
As a utility provider, focusing on the outputs you’ve traditionally produced – monthly statements, kilowatt hours, home emergency cover, and the like – is not the way to do this.
Instead, you must understand and take the actions required to deliver what customers truly desire – a comfortable home, a fully charged car when they need it, positive environmental impact, and other more emotional outcomes.
TwistCX focuses on instilling this outcome-based approach to customer experience design within each brand we work with.
We can work on specific projects, addressing specific customer journeys. But we far prefer engaging on a basis that helps instil customer experience design as a key discipline that survives way beyond our involvement.