E Source launches customer experience suite for utilities
Only 38 percent of utilities are integrating social media into their overall customer experience plan
Boulder, Colo., March 8, 2012 — According to the 2012 E Source Customer Experience Management Survey, 84 percent of investor-owned utilities and 78 percent of municipal utilities are currently engaged in customer experience management or plan to be in the next 12 months.
However, only 38 percent of utilities are integrating social media into their overall customer experience plan.
This gap is one of the key drivers for the new E Source Customer Experience Suite, composed of three services:
The suite is designed for utilities looking for best practices and guidance on how to improve customer satisfaction and decrease operational costs. For utilities that want to create a cohesive customer experience across all contact channels, these services will provide benchmarks, assessments and research on strategy, online presence and customer care operations.
"Creating a consistent, positive experience for customers is not an easy task for utilities," says Maureen Russolo, director of E Source Customer Experience Services. "This is especially true as customer service expectations are being driven by consumers' experiences with businesses in other industries like retailers, wireless companies and computer manufacturers. E Source can help utilities create a customer experience strategy, identify customer touchpoints and get executive buy-in."