베인은 홈페이지 기능 및 성능 개선을 위해 쿠키를 사용합니다. 이와 관련된 더 많은 정보는 개인정보 메뉴에서 확인하실 수 있습니다. 이 웹사이트를 계속 사용하시면 쿠키 사용에 동의하신 것으로 간주됩니다. 

스냅차트

What Delights and Disappoints Electricity Customers

To improve customer experience, utility executives are learning which interactions leave customers happy or frustrated.

  • 2019년7월31일

스냅차트

What Delights and Disappoints Electricity Customers

Until a few years ago, most US households had only one choice for buying electricity: their local utility. Now that more electricity customers can choose among providers, utilities need to understand what makes customers happy or leaves them frustrated. A close analysis of customer interactions shows which ones matter most—and can help utility executives decide where to invest to improve customer experience.

Corrie Carrigan and Chris Jarrett are partners with Bain & Company’s Customer Strategy & Marketing practice; they are based in Chicago and Atlanta, respectively. Pratap Mukharji is a partner with Bain’s Utilities & Renewables practice. He is also based in Atlanta. Michael Short is a Bain principal with the Energy & Natural Resources practice, and he is based in Houston.

Related Brief

Powering Up the Customer Experience in Utilities

Understanding what matters most to customers helps identify areas for improvement.

태그

베인에 궁금하신 점이 있으신가요?

베인은 글로벌 리더들이 중요한 이슈를 해결하고 기회를 놓치지 않도록 지원합니다. 고객사와 협력하여 지속되는 변화와 성과를 창출합니다.