In an age where most consumers interact with companies through websites, apps and other digital channels, the utility industry is constantly lagging behind. A recent report from JD Power found that customer digital satisfaction in the utility industry is substantially lower than other industries.
Digital experience can make or break a company. When done well, providing customer-first digital options for a true omni-channel experience can create a loyal band of customers. However, digital mishaps can turn customers away and greatly hurt the overall experience. The good and bad of digital experience was on display this week with stories from three well-known brands.
Business leaders and executives would all agree that today’s customer experience has to be personalized, convenient, fast and right every time. But how many of them actually know what the experience is like for their customers? Are they aware of hold times, connection delays or other issues?